Quality Evaluator Job in Kochartech

Audit transactions, identify and rectify errors, provide feedback and ensure errors are within acceptable limits.

Analyze, Create and review quality reports with management team.

Conduct other audits for hygiene and fraud including disconnections, concessions, long-call/short-call, etc.

Conduct QA briefings as needed

Monitor and publish performance trends enabling bottom quartile improvement and improve overall averages

Participation in QA calibration sessions (Internal & External).

Sharing of feedback with CSAs on a timely basis.

Conducting performance evaluations and focus group with operational staff and documenting of feedback provided to reduce error rate.

Review evaluations, maintain call recordings, and handle general administrative duties

Report performance of agents and statistics through daily and weekly reports submitted to the Quality Manager.

Conducting refresher training for top errors

Must have prior BPO Experience.

Graduate in any discipline

Min 2 years overall work experience (Preferred customer services experience), should have minimum 6 months experience working as Quality Evaluator

Should be comfortable working in any shift

Must be fluent in English communication & written skills

Computer Savvy and proficient in relevant computer applications

24*7 and Rotational shift environment Male candidates should be open for night shift.