Lenskart is Hiring Senior Quality Analyst at Lenskart
1. Audit outgoing/incoming calls to ensure quality, customer service, and adherence to the policies and procedures of the organization.
2. Provides feedback to assist in the creation of performance improvement goals and the development of training programs.
3. Follows the Voice Monitoring plan each month as per the defined target.
4. Improve the overall rating of the advisors month on month via constant monitoring and feedback sessions.
5. Identify process gaps, trends in quality performance on the process floor and process improvement opportunities.
6. Ability to plan and implement process improvement opportunities and measure success.
7. To give need based coaching and feedback inputs to the process floors, and undertake quality based floor initiatives, resulting in continuous improvement in performance and quality.
8. Conduct regular Call calibration sessions with advisors.
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality
Role: Team Leader-Quality Assurance/Quality Control
Quality Assurance / Testing
senior quality analyst