BPO Quality Analyst

Company Overview

HireBloc Ventures Pvt Ltd is a recruitment agency and staffing company with over 11-50 employees. We specialize in sourcing and placing talented professionals in various industries. Our mission is to connect employers with the right candidates, ensuring successful matches and long-term partnerships. Visit our website at https://hirebloc.in/ for more information.

Job Overview

We are looking for a BPO Quality Analyst who will be responsible for monitoring and evaluating the quality of customer service and communication provided by our team of BPO representatives. The ideal candidate should have 1 to 3 years of experience in the BPO industry and possess strong attention to detail and analytical skills. This is a full-time position based in Gurgaon, Haryana, India.

Qualifications and Skills

• 1 to 3 years of experience in a BPO quality analyst role
• Strong analytical and problem-solving skills
• Excellent attention to detail and ability to identify errors and inconsistencies
• Good communication and interpersonal skills
• Proficient in using quality monitoring tools and software
• Ability to work in a fast-paced and deadline-oriented environment
• Knowledge of industry best practices and quality standards

Roles and Responsibilities

• Monitor and evaluate the quality of customer service interactions, including phone calls, emails, and chats
• Identify areas for improvement and provide feedback to BPO representatives on their performance
• Develop and implement quality control processes to ensure high standards of customer service
• Create and maintain documentation of quality standards and procedures
• Conduct regular audits to measure compliance with quality standards
• Collaborate with team leaders to identify training needs and provide necessary coaching and training sessions
• Stay updated with industry trends and best practices to continuously improve the quality monitoring process