Call Quality Analyst

As a Call Quality Analyst, you will monitor, evaluate, and improve the quality of customer interactions handled by our support, sales, and counseling teams. You will be responsible for identifying trends, coaching opportunities, and providing actionable insights to enhance customer satisfaction and performance.

Key Responsibilities:

• Monitor inbound and outbound calls to assess the quality of service provided.
• Evaluate agent performance based on pre-defined quality parameters (e.g., communication, product knowledge, compliance, empathy, resolution).
• Share feedback and recommendations with team leaders and managers to enhance agent performance.
• Identify training needs and assist in refining training programs.
• Maintain and update quality scorecards and audit reports.
• Analyze call data to identify common issues, patterns, and improvement opportunities.
• Ensure adherence to internal process guidelines, scripts, and compliance protocols.
• Collaborate with stakeholders across Customer Experience, Sales, and Product teams to drive quality improvements.
• Report weekly/monthly quality metrics and KPIs.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹23,000.00 per month

Ability to commute/relocate:

• Noida Sector 16, Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Call Quality Analyst: 1 year (Required)

Language:

• English (Required)

Location:

• Noida Sector 16, Noida, Uttar Pradesh (Required)

Work Location: In person

Speak with the employer
+91 9319725321