Role of quality analyst in bpo
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Answer Posted / ebenezer
The responsibilities of a quality analyst in BPO are:
1.To audit the number of calls given by the client on a daily basis
2.Record feedback and To let the Customer service rep know about his/hers areas of improvements.
3.Bring in necessary changes to the process and constant updation of call center core process
4.To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about
5.Attend call calibrations
6.To check if the CSR has used the right telephonee etiquettes,And followed appropriate hold procedures and has a given a proper resoltion for the customers request..
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9. Insists on error-free records
