Call Quality Analyst

As a Quality Analyst based in Jaipur, your primary role will involve conducting calls and transaction-based audits to assess process adherence, compliance, and customer experience. You will be responsible for analyzing overall interaction data dump and audit samples to derive meaningful insights. Additionally, you will be tasked with preparing audit summaries highlighting key findings related to customer experience and compliance across various aspects. Your responsibilities will encompass conducting end-to-end process audits by evaluating customer queries and resolutions to pinpoint process gaps. You will need to delve into the reasons behind customer calls to the call center and propose actions to minimize such calls. The areas you will scrutinize include the purpose of customer calls, agent call handling, response time, product knowledge, adherence to scripts, and more. Ideally, you should possess 1-2 years of experience in a similar role and hold a minimum educational qualification of any graduate degree. Proficiency in working on computer applications, especially MS Office, along with a good typing speed is required. Moreover, you must be well-versed in Hindi, English, Tamil, Oriya, Bengali, and Malayalam languages. Preferred candidates will have domain knowledge in frontline customer handling, either telephonically or face-to-face, emphasizing quality aspects. This full-time and permanent position offers a day shift schedule and includes performance bonuses. The work location is expected to be in person. If you meet the aforementioned criteria and are passionate about ensuring quality in customer interactions, we encourage you to apply for this rewarding opportunity.,