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Home
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Jobs in Sector 16, Noida
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IMTS Institute
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Call Quality Analyst

Call Quality Analyst

IMTS Institute

1 - 31 years

2 Lacs

Sector 16, Noida

Posted:1 day ago| Platform: Apna logo

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Skills Required

training evaluation scoring metrics design assessment analyze reports management compliance data security calibration consistency support

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities Monitor and evaluate inbound and outbound calls for quality, accuracy, and adherence to company standards. Assess call recordings to identify strengths, improvement areas, and training needs for agents. Provide constructive feedback and actionable recommendations to team leaders and agents. Create and maintain call quality evaluation forms and scoring metrics tailored to the EdTech customer journey. Collaborate with training teams to design skill enhancement sessions based on quality assessment outcomes. Track and analyze call quality trends, preparing regular performance reports for management. Ensure compliance with internal policies, data security protocols, and regulatory requirements. Suggest process improvements to enhance customer satisfaction and increase learner conversions. Conduct calibration sessions with the QA team and supervisors to maintain scoring consistency. Strong analytical and listening skills. Knowledge of EdTech sales and support processes will be an added advantage.

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Call Quality Analyst