Quality Assurance Analyst

Published Date: 2022-04-10
Application Deadine: 2022-05-18

Number of Vacancy(ies): 2
Qualification: Bachelors degree in IT or relevant field
Experience: 1-2 years of experience in relevant field
Contract of Employment: Full-time
Working Hours: 8 hours
Job Location: Jawalakhel, Lalitpur

Job Duties & Responsibilities:
  • Listen to live/recorded calls to ensure advisors are providing accurate information
  • Evaluating agent performance with call center quality assurance and provides trend data to team leader
  • Providing coaching and developing plans for learning and skills development
  • Enabling regulatory compliance
  • Responsible for implementing a plan with errors being fixed
  • Assist in developing, creating and implementing call center quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.
  • To constantly monitor and propose meaningful and constructive feedback to the team lead
  • Map the need for training and enhancements to the onboarding program and participate in calibration sessions to maintain consistency in internal evaluations
  • Perform other related duties as assigned
  • Duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed.
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