What do you mean by quality analyst in call centres ?




Answers were Sorted based on User's Feedback



Answer / sadiqkhan_6384

A PERSON RESPONSIBLE FOR THE QUALITY OF THE CALL ,WHO
TRAINS SOFT SKILLS , STANDARD OF A COMPANY , SHOULD BE
ABLE TO GIVE EFFECTIVE FEEDBACKS TO EXECUTIVE , SO THAT
EXECUTIVES CAN FOLLOW THE QUALITY PARAMETERS .

Is This Answer Correct ?    344 Yes 42 No

Answer / usama

QA is a person who works on his particular team by
montitoring their calls and giving them " quality "
feedback. There are many reasons to provide a feedback to a
telecaller like, improvement in softskills, getting
professionalism in their work, improving communication
skills and so on.

Is This Answer Correct ?    246 Yes 39 No

Answer / kiruthika

Customer experience is the main key to make profit, to gain
good name and to sustain in the market.QUALITY takes the
responsibility to achieve the goal in that arena.A QUALITY
ANALYST helps the company to stabilize the process as well
as maintain the integrity for the growth of the
agents,company last but not least for CLIENTS.A role of the
quality analyst is not only auditing calls or giving feed
backs but work in depth to find and analyze the failure
factors and prevent the major losses.An analyst always deal
with data of past, present and future.A quality analyst can
act as an agent,customer and as well as a client.For
example,he/she needs to carry out her job from all aspects.A
person is not a fault finder or a cynic but rather a
coach.Quality analyst will work under rules and regulations
given by the bpo and clients.They will do calibration among
themselves and with managers to maintain the integrity.They
will participate in client calls to analyze the factors to
improve customer experience and up selling.Their work is
effective to improve the consistency in all aspects.

Is This Answer Correct ?    125 Yes 9 No




Answer / lateef ul huzban ahmed & r

quality analyst is a person who take care of entire team who
is working under him, in terms of giving exact resolution to
customer's query/complaint in a way where customer should
get satisfied with the given resolution to him.

Quality analyst means

In an organization quality and quantity should got alone if
there is no quality then there's no mean of quantity.

A quality analyst should be like a coach not like a Judge

Is This Answer Correct ?    139 Yes 26 No

Answer / parag

According to me, qality analyst plays a pivotal role in
understanding the industry and the executives within the
organization. Any oganization with effective communication
skills and interpersonnel skills can develop an effevtive
ways to communicate and hence other factors gets resolved
at its pace. Quality analyst acts and backbone to an
industry as well as the executives. With effective people
relation and a flair to understand the industry can work
towards a certain goal and can acheive the desired results.
ofcourse other factors like monitoring, understanding the
projects handling soft skills does play a major roles.


Thus this is what i fell a quality analyst is all about.

Is This Answer Correct ?    63 Yes 20 No

Answer / dheeraj

Quality Analyst is a person who works on particular team by
montitoring their calls and giving them " quality "
feedback. There are many ways of understanding the
executives and handling them. One cannot enfore quality.
There are many reasons to provide a feedback to a
telecaller like, improvement in softskills, getting
professionalism in their work, improving communication
skills and so on.

Is This Answer Correct ?    46 Yes 9 No

Answer / harsha

Quality - Quality is nothing but the entire process. Quality
is to drive towards the Orgaization goals and aims at
achieving the target assigned by Client with effective
customer service.

Quality Analyst - Quality Analyst is nothing but a "Process
Improvement Expert". The Core job of a Quality Analyst is
Monitoring calls & giving Feedbacks to the Associates. A
QUALITY ANALYST helps the company to stabilize the process,
Quality Analyst is the person who find outs the process gaps
& send observations to the client. A Person who coaches his
team to improve the Quality by giving Regular & Strong
Feedbacks, Quality sessions, Sometimes Product & Process
Trainings. There are many reasons to provide feedbacks,
Quality Sessions & Product & Process Training to An
Associate like, improvement in softskills, getting
professionalism in their work, improving communication
skills, Increasing Product & Process knowledge and so on.

Is This Answer Correct ?    43 Yes 8 No

Answer / sajidha

Quality is to drive towards the Orgaization goals and aims
at achieving the target assigned by Client with effective
customer service

Is This Answer Correct ?    29 Yes 13 No

Answer / tamojit mukherjee

Quality is to enhance the value of the product in the
market. In call center quality annalist should listen to
calls in three ways Live, side by side, listen recorded
calls. While comunicating feedback encourage the good ones,
and discorrage the bad ones. Quality annalist works in a
continuous process of evaluating calls and providing
feedbacks enhancing the quality of the calls.

Is This Answer Correct ?    33 Yes 17 No

Answer / haroon

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.Satisfy the customer. Ensure proper resolution has been
made
4.QUALITY DEPT SHOWS THE STANDARD OF THE COMPANY
5. A QUALITY ANALIST IS THE BACK BONE OF THE COMPANY AS
WELL AS THE EXECUTIVES.
6.Quality is to drive towards the Orgaization goals
7.quality annalist should listen to calls in three ways
Live, side by side, listen recorded calls.
8*Quality -
as in judging the quality of the calls
9.Analyst - Then to
analyse where the agent is making the mistake and also how
can that be improved.

THESE ARE THE IMPORTANT POINTS FOR A QUALITY ANALYST IN
CALL CENTRES .........

Is This Answer Correct ?    14 Yes 2 No

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