Call Quality Analyst

Job Description

Nibav Home Lifts Pvt Ltd Nibav Home Elevator is a pioneer in the Home Elevator Industry with unique solutions to modern and traditional residential projects. With advancements in pneumatic technology, NIBAV offers state of the art Home Elevator solutions with compact and bespoke luxury designs. As of 2023, we are 1400+ employees as a global family spread across 23 locations in India and 09 countries viz. Australia, UAE, Malaysia, Kenya, Nigeria, Thailand, Mexico, Ghana, Canada. With an expert Business Development Team to a well-defined Customer Satisfaction Process, we are the fastest growing Home Elevator Organisation across the Globe https://www.nibavlifts.in/ Quality Analyst (call audit or call monitoring) Job Description: Audit, Analyse, Report, Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Monitor and analyse customer support trends Basic understanding of various departments and tracking and recording their KPIs. Create criteria for agent performance measurement (QA scorecard) Assess agent performance over time Ensure that quality assurance standards are achieved Compile and analyse statistical data, including KPIs Identify strategies to implement improved internal processes Draft and execute quality assurance policies and procedures Good Coaching and Verbal Communication Empathetic And Emotionally Intelligent Goal-Oriented Belief In the Companys Mission and Vision Skills Required: Quality control certification (Added Advantage). Excellent attention to detail. Excellent verbal and written communication. Data analysis and statistical aptitude. Good interpersonal skills. Call auditing Call monitoring Good knowledge of MS Office Good Presentation Skills