Seeking HR Insights: Key KRAs and KPIs for BPO/KPO Roles – How Do You Define Success?

Hi, I am seeking some help in understanding the major KRAs and KPIs for the following positions in the BPO/KPO industry:

1) Service Desk Engineer
2) Quality Analyst - Voice
3) Quality Manager - Voice and Data
4) Research Analyst - Market Research
5) Assistant Manager - Inbound and Outbound
6) Manager - Inbound and Outbound

I look forward to valuable inputs from all HR professionals.

With Regards,
Parth Shah

Please provide the job description. Without a JD, how is it possible to provide help on KRA and KPI? Secondly, you need to provide some information on what your product or service is and what deliverables you have measured so far.

DVD

Hi, I am seeking some help in understanding the major KRA and KPI for the following positions in the BPO/KPO industry:

1) Service Desk Engineer
2) Quality Analyst - Voice
3) Quality Manager - Voice and Data
4) Research Analyst - Market Research
5) Assistant Manager - Inbound and Outbound
6) Manager - Inbound and Outbound

I look forward to some valuable inputs from all HR professionals.

Regards,
Parth Shah