The service industries have grown massively in the last two decades along with the manufacturing industries. Any business can survive only when a customer comes back. Hence customer service has become key for any business to succeed. Whether the business has its own customer service or is outsourced.
This has resulted in growth for BPO/Call centers worldwide. Job opportunities in this sector have managed any other industries to date.
If you are working as a quality analyst or assurance for the service industry for some time now. Or maybe looking forward to a career in this role. Then this article will provide a better understanding of this role. You might think some of the section is not relevant. However, we strongly recommend you go through each section to gain a clear understanding.
Quality analysts make efforts to analyze if the product is up to the company’s standards. They perform software audits to come up with the processes to test the quality. In a quality analyst’s job, everything is about quality.
QAs are so detail-oriented. Quality analysts notice everything. They never ignore any errors or bugs in the system. Well, human errors may occur at any stage as no one is perfect.
This is a useful job for many industries. If you want to pursue a career with many opportunities, a QA is a right choice. Many gaming development and software product companies hire QAs. When companies are launching a website, QAs examine to look for any errors.
Quality Analyst In BPO
Typical call centers deal with thousands of customer call on a daily basis. Providing quality service is paramount to customer satisfaction. Quality analysts ensure that agents provide quality service in line with organizational objectives.
Optimized quality assurance will increase agents’ efficiency through behavior modification, enhance the quality of service to customers and improve close rates. It is, therefore, important for BPO/Call Centers to have a plan for a quality assurance program, create a team of analysts and understand their roles and responsibilities.
How Quality Analyst In BPO Contributes To The Success Of The Organization
You should target goals on how to be a good quality analyst:
1. Understanding the Company Values and Mission
Every business has its own values and objectives, even if they’re almost identical from one to the next. For call centers handling inbound and outbound calls for an external company, you must take time to explore and understand its core mission if you’re going to take its CX to the next level.
Discuss this with managers and investigate ways in which values have been upheld. What has worked well so far and what they could improve? How are targets being hit and missed?
This will help you know what to watch out for when evaluating agents’ performance and creating strategies to achieve better service. Understanding the definition of a quality analyst in a BPO is essential for yourself and management, so make sure everyone involved knows what you’re there for.
2. Monitoring Interactions
Monitoring communications between service agents and customers is a fundamental part of your role as a quality analyst.
This includes calls and live chats. Call recording software should be readily available to capture random or specific interactions for later review. You may listen to live calls too. If you wish to deliver feedback or coaching while agents are working.
You’ll be identifying flaws in each agent’s service, based on the standardized scoring model established during your QA calibration session. These may include genuine mistakes like forgetting to ask a particular question or deliberate faults, such as responding to abusive customers in kind.
The more you get to know the company, the staff, and the customers, the easier this part of the job will become. You can use custom scorecards to measure performance based on many KPIs, to guide your evaluation process.
3. Studying Industry Trends
Quality analysts should explore industry trends to stay updated on crucial changes. You can take your findings and incorporate them into your coaching and/or training, or take data directly to management.
Staying current on industry trends ensures your call center will be on the cutting edge of service and the ability to keep up with competitors.
4. Deliver Feedback, Coaching, And Training
After monitoring and evaluating service agents, team leaders, and even managers, you’ll share your findings with them.
This can be a delicate process (which we’ll go into in greater detail below), but providing feedback is a valuable opportunity to help employees grow. They may not be aware of certain mistakes they make or struggle to understand their lack of motivation until you help them.
Your work is fundamental to an effective training program, guiding employees to deliver stronger customer service based on hard data. Base coaching and training on your findings, tailored to each member of staff. You may do both solos, or you could do it alongside team leaders and managers.
Important Tools Used By Quality Analyst In BPO
A flowchart or process map identifies the sequence of activities or the flow of materials and information in a process
2. Check Sheets
Check sheets are special types of data collection forms in which the results may be interpreted on the form directly without additional processing.
Identifies the frequency of quality defect occurrence and displays quality performance.
4. Pareto Charts
A Pareto diagram is a histogram of the data from the largest frequency to the smallest.
5. Cause-And-Effect Diagrams Or Fishbone Diagrams
Systematically track backward to find a possible cause of a quality problem (or effect) and not the solution. It helps to generate ideas.
6. Scatter Diagrams
It can uncover a relationship, starting with Fishbone
7. Control Charts (SPC) Online Control
Control charts show the performance and the variation of a process or some quality or productivity indicator over time in a graphical fashion that is easy to understand and interpret. They also identify process changes and trends over time and show the effects of corrective actions
Best QA Training Courses Offered By Wolf Careers
Wolf Careers Inc. offers training and placement services to our candidates. Our sessions are very interactive. Our team of industry-experienced experts and instructors provides exceptional training. You will learn the best practices of the industry along with advanced topics. We love to share knowledge with you. Through our training, we will guide you about tools access, and technology. It will help in improving your technical standards. You will also engage in workshops, group discussions, and practice lessons.
We designed the opportunity of QA training and placement in the USA to offer knowledge, skills, and related tools and techniques. If you want to be a change-maker, you will need these things for sure.
Have a look at the range of QA courses we offer at Wolf Careers Inc.:
1. Automation QA Training
This automation QA training course for beginners helps you to advance your career. You can then apply for jobs as an automation QA testing engineer. This automation QA training program is designed to provide knowledge of software QA testing technologies. These technologies include:
- Selenium web driver
- Selenium Grid
It helps you to build a strong framework for testing. This automation QA training course offers an extensive curriculum. Wolf Careers Inc. uses a unique blended approach to learning. In this way, we make you ready for your career as an automation QA testing engineer.
2. Manual QA Training
This course is designed for manual QA training. Through this course, Wolf Careers Inc. has made it easy to learn the concepts of manual QA testing. Basic manual QA testing concepts include:
- Test estimations
- Test plans
- Test cases
- Test techniques
- Test execution
- Testing types
- Test management
- Test summary report
- Bug report
We will explain all the concepts in detail so that you can understand them. The training course also includes templates for a test case, test plan, and bug report. You can use these templates for practicing to gain real-time experience.
3. QA Software Testing Training
This QA software testing training course is designed by professionals. This course is designed for QA training for beginners. This course will introduce you to basic software testing. You will then learn about advanced topics like:
- Software configuration management
- Creating a test plan
- Test estimations
- Introduction and familiarity with automation testing
- QTP, QC, and other tools
This course helps you to understand the QA software testing life-cycle. We will introduce you to different levels of testing. It will also include manual and automation testing using tools like Maven and Selenium.
4. QA Tester Training
QA tester training course helps to understand the basics of manual and automation QA testing. It makes you familiar with tools like:
The QA testing training program is designed for beginners. This program helps you to become a well-trained and skilled IT professional. After obtaining this certificate, you can work on manual and automation testing tools.
5. ETL QA Training
This ETL QA training course helps you to understand business intelligence data warehousing. You will learn about the concepts of:
- ETL testing
- QA lifecycle
Throughout this training, you will gain an in-depth understanding of data warehouse workflow. You will also gain an insight into the comparison between data warehouse testing and database testing.
ETL QA training helps you to understand different ETL testing scenarios. These may include:
- Negative scenarios
- Constraint testing
- Dependency testing
- Source of target testing
- Perform data checks using SQL
- Business rules testing
Enroll today in any of the above courses to avail this opportunity of QA training and placement in the USA.
6. Quality Analyst Training
Quality analyst training helps with long-term quality sustainability and strategic thinking. When choosing a certification, make sure that your experience matches the levels of quality analyst training. There are learning institutes like Wolf Careers, that offer the best quality analyst training certification. But we recommend initial research to find the best fit according to your niche.