Call Quality Analyst

You are a detail-oriented Quality Auditor who will be joining the outbound call center team. Your proficiency in Bengali & Assamese is required for this role. Your key responsibilities will include evaluating outbound calls made by agents to ensure compliance with company policies, procedures, and quality standards through call monitoring. You will be assessing call quality using established metrics and providing detailed feedback to agents to help them improve. Additionally, you will be compiling and analyzing quality data, preparing reports on findings, and presenting insights to management. Collaborating with team leaders, you will identify training needs and assist in the development of training materials. You will also be recommending improvements to enhance call quality and operational efficiency based on audit findings. It is important to maintain accurate records of audits and agent performance for compliance and continuous improvement. Stakeholder collaboration is a key aspect of this role as you will work closely with management and team leaders to implement corrective actions and best practices. This is a full-time position with a day shift schedule. The work location is in person.,