Quality Analyst

2 weeks ago


Melbourne, Victoria, Australia Cyril Gwen Consulting Full time

Roles and Responsibilities:

  • Auditing calls & timely feedbacks
  • Should have knowledge in providing feedback & call calibration.
  • Should have Experience in giving monitoring and live feedback.
  • Conduct call audits as per guideline of the business.
  • Preparing audit dash boards & report
  • Should be Aware about 7Quality tools
  • Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
  • Responsible for generating daily, weekly & monthly reports for internal purposes.
  • Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
  • Calibrate cases internally with the team to ensure minimum difference in the ratings.

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