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What do you mean by quality analyst in call centres ?
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Answer Posted / 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 ? | 46 Yes | 9 No |
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