Call Quality Analyst

0 years

2 - 3 Lacs

Posted:3 hours ago| Platform: GlassDoor logo

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Work Mode

On-site

Job Type

Full Time

Job Description

About the Role:
We are looking for a detail-oriented and analytical Call Quality Analyst to evaluate and improve the performance of our counselling and sales teams. The role involves monitoring calls, identifying areas for improvement, and ensuring that every interaction aligns with company standards and delivers an excellent customer experience.

Key Responsibilities:

  • Monitor inbound and outbound calls to assess the quality of communication and adherence to scripts and processes.
  • Evaluate counsellor/sales agent performance based on predefined quality parameters.
  • Identify training and coaching needs through call audits and provide actionable feedback.
  • Maintain quality monitoring reports, dashboards, and performance trends.
  • Collaborate with team leaders and managers to implement process improvements.

*

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

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