Call Quality Analyst

Company Description

Nextus Global Services is a leading provider of B2B and B2C solutions in the BPO sector. We enhance operational efficiency through tailored services like data management and customer support for businesses. We deliver exceptional multichannel experiences that foster brand loyalty among consumers. Combining advanced technology with a customer-centric approach, we ensure quality service and valuable insights.

Role Description

This is a full-time on-site role for a Call Quality Analyst located in the Kalyan, Maharashtra Region. The Call Quality Analyst will be responsible for monitoring and evaluating inbound call quality to ensure compliance with company standards. Daily tasks include listening to and assessing call recordings, providing feedback to representatives, generating reports on call performance, and identifying areas for improvement. The analyst will also collaborate with the training team to enhance overall service quality.

Qualifications

• Strong Analytical Skills
• Quality Control and Quality Assurance experience
• Effective Communication skills
• Proficiency in Quality Management principles
• Attention to detail and organizational skills
• Familiarity with BPO industry standards is a plus
• Bachelor's degree in Business, Management, or a related field