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Call Quality Analyst

Call Quality Analyst

Policybazaar

2 - 7 years

2 - 4 Lacs

kochi pune chennai

Posted:21 hours ago| Platform:

Apply

Skills Required

call quality call audit call monitoring qc tools call calibration pareto analysis csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Quality Analyst - (Call Audit)

Location: Kochi, Hyderabad, Chennai

Role & responsibilities

High performance delivery on all quality parameters.
Audit calls, chats/email interactions on Product/process, Communication and soft skills parameters.
Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
Data analysis and making designated reports/decks
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Communicate to heighten awareness and focus on importance of positive customer experience
Make recommendations and drive process improvement.
Reduce learning curve and help enhance product/process knowledge of new joiners.
Ensure that internal policies, procedures, and compliance regulations are being followed
Customer/Client Interactions by using process knowledge and highlighting key areas to work on
Prepare TNA, publish and execute for 100% closure
Real Time Support (Production/Live Support) on the floor as per the business requirement.

Preferred candidate profile

Desired Candidate Profile

Prior exp in handling Quality for Outbound Sales account

Must understand Audit & Coaching process

Excellent writing and comprehension skills

Extremely good verbal & written communications skills

Technical knowledge of English communication - sentence construction, grammar, punctuation etc.

Effective Presentation, Feedback & Coaching skills

Hands-on experience on MS Office; preferably on MS Excel and Power Point

Customer orientation and Customer Service Attitude

Effective problem-solving skills and Highly energetic & enthusiastic

Interpersonal skills and Teamwork

Ability to handle/analyze data to generate Quantitative and Qualitative analysis

Industry.

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