Call Quality Analyst

Monksays Superfoods

0 - 3 years

2 - 4 Lacs

hyderabad

Posted:7 hours ago| Platform:

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Skills Required

call monitoring call quality qc tools call audit quality assurance quality audit feedback quality analysis call calibration quality check

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

The Quality Analyst ensures high-quality customer service by monitoring and analyzing employee-customer phone interactions. Your main job is to identify service quality issues, report on performance, and flag urgent concerns.

Key Responsibilities:

Call Quality Check: Listen to and evaluate recorded and live employee calls against set quality standards (product knowledge, tone, process following).
Data Reporting: Create detailed weekly reports summarizing call quality, common errors, and performance trends.
Escalation: Immediately report critical issues, policy violations, or urgent customer problems to management.
Performance Insight: Provide clear data and insights to help managers coach and train employees effectively.
Standard Keeper: Ensure all customer interactions meet BBETTERs professional and compliance standards.

Requirements:

Proven experience in call center Quality Assurance (QA).
Strong ability to analyze data and create professional reports (Excel/Sheets required).
Excellent communication skills and attention to detail.
Fluent in Kannada.

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