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BPO Call Center, Back Office >> Quality Analyst 
BPO Quality Analyst Resume Sample, Experience : 8 years

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Name of the Candidate:[Private]
Name of the Post Applied:BPO Quality Analyst
Job related skills / software:Identify and give feedback on agent shortcomings in soft skills and process knowledge, Online/offline monitoring of agent calls to audit and scrutinize, Daily Reports on Quality Deviations, Auditing calls based on set parameters and CTQ�s.Taking training for new batches regarding quality parameters.
Category:BPO Call Center, Back Office
Sub Category:Quality Analyst
Years of Experience:8 years
State:Tamil Nadu
Salary Expected per Month(Rs):Negotiable
Highest Qualification attained:B.B.A. / BBA : Bachelor of Business Administration
Major / Specialization:Business Administration
Email Id:[Private]
Are you looking for job now?:No
Can the recruiter contact you?:No
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Resume Format / CV Sample Template / Example / Model :


Objective :
To work innovatively in the organization towards the fulfillment of company objectives and to learn as well as contribute in the organization to my fullest.

Professional Experience :
Green Belt Certification from GA Services.

Organization  : Steria June 2008 – April 200
Designation  :HR Services

Organization  : Amtex Systems Nov 2005 – MAY 2007:
Designation  :Senior Quality Analyst (Quality Department – BPO) Yellow Belt In Six Sigma

Responsibilities :
Identify and give feedback on agent shortcomings in soft skills and process knowledge.
Online/offline monitoring of agent calls to audit and scrutinize.
Daily Reports on Quality Deviations
Auditing calls based on set parameters and CTQ’s.
Taking training for new batches regarding quality parameters.
Preparing shift timing reports
Reviewing the performance of the Agents
Giving Feedback to operations regarding any deviations in process

Key Achievements :
Lean Sigma Project for ‘reducing the lead time for the agents for being productive from 6 months to 3 months’.
Part of processing training team (Product were Sprint and T-mobile)
Was handling two processes at the same time (Sprint and T- mob


Previous Organization : Netvision Nov 2004 – Nov 2005
Designation : Senior Customer Care Executive (U S Campaign)
Responsibilities & Achievements :
Dialed for Earthlink (Internet Service Provider) and Vonage (Voice Over Internet Protocol)
Archiving the 2 sales per day on daily basis.
Taking SOP calls on regular basis.

Educational Background :
Bachelor of Business Administration Madras Christian College, Tamabaram, Chennai Jun 2001 – May 2004
XII Class Kendriya Vidyalaya No.2, Tamabaram, Chennai May 2001
X Class Kendriya Vidyalaya No.1, Jamnagar May 1999

Other Achievements :
Captain of school cricket team.
Twice represented the National Level Cricket under – 19
Was Department General Secretary for three consecutive years (BBA)
Was College cricket team vice captain for one year.
Won various prizes in inter school sports competition.
Done a project on company accounts (Financial Accounts) in the final year of the college.

Interests :
My interests include cooking, listening to music, gym and traveling.

Personal Details :
Nationality  : Indian

Declaration :
I hereby declare that all the above written particulars are true to the best of my knowledge and belief.

Place : Faridabad
Date  :


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