Answer / prady

Maintain the Quality of the handled process as per the
ggiven parameters,
Satisfy the customerwith quality of delivery of the team of
agents.
Ensure appropriate & effective resolution has been madeto
the issues raised

Answer / harvinder

TO audit given no. of calls and to give feedback to agents
constant updation of call center core process
to take part in call calibrations
to be a team player with proactive approach
to motivate agents
to take steps and bring necessary changes for process
improvement

Answer / 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..

Answer / rahul khandelwal

Quality Analyst not just audits the calls, they are the backbone of any process. QA has responsibility to improve the process by feedback, Refresher sessions, Dip check etc.

Answer / siddharth vaikunth

quality analysr is the one who works towards continious
improvement of process.
he is the one who take cares of the process his duty is to
share the feedback for thr whole process and take steps to
improve the process by escalating the short comings to the
training department and conducts training.

Answer / lokesh

QA=Q(Quality) + A(Analyst)

Means should measure the process quality precisely accurate.

Analyse RCA of Existing errors.

Guide the project to team to improve themselves in future.

Effectively review MSA (Measurement System Analysis) to
ensure zero gap between customer requirement and internal
audit methodology.

Answer / shimpu hegde

quality analyst is the one who audits as per process
perspective. Again depends of what level of audit is he/she
doing.Process audit is different and organization audit is
different.

Processes audit where the audit level will be limited
depending on the complexity.

Organization audit where six sigma comes in to picture.
Where audit will take palce in all levels.

Answer / sangeetha

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
6To check if the CSR has used the right telephone
etiquettes, And followed appropriate hold procedures and has
a given a proper resolution for the customer’s request..

Answer / prakash pawar

why do you like play a role in qality analayest in banking bpo

Answer / sandeep

identification of threads and analys the process,bring the process towards improvement. 

I was asked what do I prefer, inbound or outbound? What is better, to choose between the two or to say, any of which? Why?

4 Answers   Serco,

why did you want to join the call centre?

44 Answers   BPO, Call Centre, Cambridge and Green Mile, Convergys, DELL, HomeShop18, IBM, Infovision,

1.favorite teacher? 2.memorable event 3:school life Guys please give space for each answer for one particulare question and please mention numbers for which question your are giving he answer...please dont mixup

0 Answers   Genpact,

What are your strenght / weakness ?

9 Answers  

When a customer starts abusing u how will u deal with him? n what do u do?

10 Answers   DELL, Reliance, Somany Ceramics, TATA,

i am from bpo sector and have a intervirw with ocwen financial corporation for bpo job so what kind of questions i can expect there

0 Answers  

if u will be the principal of a school what will u can do best for school?

11 Answers   Kankei, TCS, Zenta,

speak about mobile communication for 4minutes(topic)

0 Answers   Infosys,

why do u want to join a call centre?

40 Answers   247Customer, HSBC, Nipuna, Sutherland,

Why BPO industry?

8 Answers   BPO, DishTV, IBM, Maestros, Spice Telecom,

is maths required for getting job in call centres

0 Answers   LKS,

what is genpact

0 Answers   Genpact,