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Full-time
Posted 1d ago
Apply by Jun 30
~40 hrs/week
Responsibilities
The role involves monitoring and evaluating calls to ensure adherence to scripts and compliance standards. The analyst is responsible for providing feedback to agents and identifying process inefficiencies to improve provisioning efficiency.
Requirements
The candidate must perform daily call monitoring and submit weekly and monthly performance reports. They are required to participate in monthly review meetings to discuss trends and action plans.
Full job description
Overview
Prodapt is looking for a QA Analyst
Responsibilities
Duties and Responsibilities:
• Call Evaluations: Monitoring and evaluating calls related to provisioning mitigation to ensure agents are adhering to scripts, processes, and compliance standards.
• Quality Scoring: Developing or following existing scoring methodologies to assess the performance of call center agents on various aspects, including problem resolution, customer satisfaction, and process compliance.
• Feedback Reporting: Providing constructive feedback to team leaders and agents based on call evaluations, highlighting areas of improvement as well as recognizing strong performance.
• Process Improvement: Identifying recurring issues or process inefficiencies in call handling related to provisioning, and suggesting actionable improvements.
• Collaboration with Operations: Working closely with the operations team to ensure feedback and process changes are effectively communicated and implemented.
• Trend Analysis: Analyzing patterns in call data to anticipate potential areas for improvement and enhance overall provisioning efficiency.
Requirements
Monitoring and Evaluations:
• Daily Call Monitoring: You are expected to monitor and evaluate a set number of calls each day, which will be determined based on call volume and priority.
• Weekly Performance Feedback: A summary of your call evaluations will be shared with team leaders on a weekly basis, including any critical issues or notable performance trends.
• Monthly Review Meetings: Formal performance discussions based on your evaluations will take place monthly, where trends and action plans will be discussed.
Report Deadlines:
• Weekly Summary Reports: A concise report summarizing your daily evaluations, top issues, and trends should be submitted every Friday (this day could change)
• Monthly Insights Report: A detailed monthly report analyzing call quality trends, agent performance metrics, and any recommendations for training or process adjustments should be submitted by the last working day of the month.
Related keywords
Quality AssuranceCall CenterProvisioningComplianceKPIsPerformance MetricsQuality ScoringRoot Cause AnalysisCustomer ExperienceOperational Efficiency
Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.
Connecting 1.1 billion people and 5.4 billion devices across the globe, Prodapt’s clients include Google, Amazon, PayPal, SoftBank, ServiceNow, Ciena, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more.
A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
Offices: No. 25 A&B, South Phase 5th cross street, Thiru Vi Ka Industrial Estate. Guindy, Chennai, Tamilnadu 600032, IN · Sarjapur Main Road, Vaishnavi Tech Park, Sy. No. 16/1 and 17/2, 5th floor, North Wing, Bengaluru East, Karnataka 560103, IN · Rajiv Gandhi Salai, No.283/4, 4th Floor, PrinceInfo City-II, Chennai , Tamil Nadu 600056, IN · Win Aoyama 942, 2-2-15 Minami-Aoyama, Synophic Japan Co. LTD, Minato-ku, Tokyo, JP · Grand Central Railway station, Sector 40, 10th floor, A wing, Tower 1, Seawoods, Navi Mumbai, Maharashtra 400 706, IN
IT services for Communications IndustryOSS/BSSNMS offeringsM2MIoT OfferingsDevOps & Remote Infrastructure ManagementBusiness Process ServicesAnalyticsArtificial IntelligenceRobotic Process Automation
Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.
Connecting 1.1 billion people and 5.4 billion devices across the globe, Prodapt’s clients include Google, Amazon, PayPal, SoftBank, ServiceNow, Ciena, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more.
A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
Offices: No. 25 A&B, South Phase 5th cross street, Thiru Vi Ka Industrial Estate. Guindy, Chennai, Tamilnadu 600032, IN · Sarjapur Main Road, Vaishnavi Tech Park, Sy. No. 16/1 and 17/2, 5th floor, North Wing, Bengaluru East, Karnataka 560103, IN · Rajiv Gandhi Salai, No.283/4, 4th Floor, PrinceInfo City-II, Chennai , Tamil Nadu 600056, IN · Win Aoyama 942, 2-2-15 Minami-Aoyama, Synophic Japan Co. LTD, Minato-ku, Tokyo, JP · Grand Central Railway station, Sector 40, 10th floor, A wing, Tower 1, Seawoods, Navi Mumbai, Maharashtra 400 706, IN
IT services for Communications IndustryOSS/BSSNMS offeringsM2MIoT OfferingsDevOps & Remote Infrastructure ManagementBusiness Process ServicesAnalyticsArtificial IntelligenceRobotic Process Automation