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Call Quality Analyst

Call Quality Analyst

ABE

0 - 1 years

0 Lacs

kochi kerala

Posted:3 months ago| Platform: Indeed logo

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Skills Required

reports documentation communication data analysis excel monitoring service planning

Work Mode

On-site

Job Type

Full Time

Job Description

Job Description:
Abe Services Private Limited, a leading “Australian Study Experts” consultancy with multiple branches, is seeking a Call Quality Analyst to ensure the highest standards in student counselling and customer acquisition processes.

Roles & Responsibilities:

Monitor and review recorded calls from the Student Counselling and Customer Acquisition departments.
Prepare daily, weekly, and monthly reports highlighting key trends, gaps, and improvement areas.
Identify errors, inconsistencies, and areas of improvement in call handling.
Provide actionable insights and recommendations to improve counselling quality and customer engagement.
Collaborate with the Managements and team leads to implement feedback and training.
Maintain accurate records and documentation of observations and recommendations.

Requirements:

Excellent listening, analytical, and attention-to-detail skills.
Good written and verbal communication skills in English.
Ability to work independently and handle multiple reports simultaneously.
Basic knowledge of data analysis tools or MS Excel is an advantage.
Prior experience in call monitoring, quality analysis, or customer service is a plus.
Work Hours: Full-time, Monday to Saturday

Why Join Us?

Be part of a professional environment focused on guiding students to study abroad.
Work closely with a passionate team and contribute to continuous process improvement.

Job Types: Full-time, Permanent

Pay: From ₹250,000.00 per year

Benefits:

Health insurance
Paid time off
Provident Fund

Ability to commute/relocate:

Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Education:

Bachelor's (Preferred)

Experience:

Quality control: 1 year (Preferred)

Language:

Malayalam (Required)

Location:

Kochi, Kerala (Preferred)

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