Call Quality Analyst

✅ Key Responsibilities: Call Monitoring & Evaluation: Listen to live or recorded calls to assess performance. Score interactions based on predefined quality standards and KPIs. Quality Assurance Reporting: Prepare daily/weekly/monthly reports on agent performance. Identify trends and provide actionable insights. Feedback & Coaching: Provide constructive feedback to agents. Work with supervisors to improve agent performance through training or coaching. Process Improvement: Identify gaps in scripts, workflows, or tools. Recommend changes to improve customer satisfaction and operational efficiency. Compliance Monitoring: Ensure calls comply with regulatory and company standards (e.g., data privacy, professionalism, scripting, etc.). Calibration Sessions: Participate in regular calibration sessions with team leads and other analysts to ensure consistent evaluation standards Skills & Qualifications: 🎓 Education: Typically requires a high school diploma or bachelor's degree (varies by company and region). 💼 Skills: Excellent listening and analytical skills. Strong verbal and written communication. Knowledge of call center Ability to give constructive feedback and collaborate with teams. 🧠 Soft Skills: Attention to detail. Objectivity and fairness. Problem-solving attitude. Call No:7982994584