BPO Call Center, Back Office >> Quality Analyst 
Quality Analyst Resume Sample, Experience : 4 years

S. Jayaramudu
Mail Id  :jayaram5280 AT gmail.com

Career Objective  :
To attain a challenging entry level position in BPO to obtain with growing firm that can benefit from my expertise.

Educational Profile  :
Bachelor Of Technology (B.TECH) from Kurnool.
Affiliated to Jawaharlal Nehru Technological University Anantapur. Year of Pass  : May 2013.

Work Experience  :
Worked as quality analyst. for 3years 6months (May2016-November 2019).
Worked as Customer Care Associative for Non-Voice process for 9 months (July2015to April 2016 ) in Leads Interactive Solutions Pvt ltd .

Professional Summary  :
Experienced Call Center associative and Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures.

Job Responsibilities asQA  :
** Listenedtocallseitherrecordedliveorside-by-sidewhilecommunicating feedback.
** Encouraged good practices and discouraged badones.
** Identifiedcallsfailingtomeetpredefinedstandardsandidentifiedtheproblem.
** Implemented agent training and coachinginitiatives.
** Provided customer feedback and internal compliance feedback tomanagement.
** Online/Offline monitoring of agent calls toaudit.
** Reviewing the performance of theagents.
** Manage the day-to-day work of all directreports
** Did spot-checks listening in on calls to make certain team followed provided scripts.
** Participates in design of call monitoring formats and qualitystandards.
** Performs monitors of customer care emailresponses
** Coordinates and facilitates call calibration sessions for call centerstaff.
** Daily Reports on QualityDeviations

Job Responsibilities as CC Associative  :
** Receiving the calls via YTELdialer
** With prerecorded voice giving response to theconsumers
** As per QA guide lines forwarding thecall
** Handled consumer concerns with recordedvoice
** Using dispositions to separatedata
** Did dialing for Solar andauto warranty and auto insurance

Key Skills  :
** Communication Skills.
** Interpersonal Skills.
** Solid time management skills
** Exceptional listening and analytical skills
** Must be self-motivator andself-starter
** Ability to multitask and successfully operate in a fast paced, teamenvironment
** Proficiency in Microsoft Windows and Microsoft Office, particularly Microsoft Excel
** Familiarity with software-based task management tools (Ytel, VICIDial).

Personal Profile  :
Name  : S.Jayaramudu
Father’s name  : S.


Linganna
Date of Birth  : 08 june1992
Nationality  : Indian
Languages known  : English, Hindi and Telugu
Hobbies  : Solving maths puzzles, Listening Music, watching movies
Marital Status  : Single

Strengths  :
Positive attitude, hardworking, sincere & loyal towards my profession. Ability to work under pressure

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