Call Quality Analyst

Job Description

Company DescriptionTeleminds is one of the leading providers of Business Process Outsourcing services to various industries in Australia. We combine technology with our in-depth industry knowledge to help our clients tackle business challenges effectively. Our services translate into increased profitability and productivity for our clients by expediting their products and services to market using our expertise in marketing. Teleminds' rapidly growing list of customers includes a variety of telecom and energy companies in Australia. As a global partner, we add new value to customer and employee relationships for our clients. Role DescriptionThis is a full-time, on-site role for a Call Quality Analyst based in Kolkata. The Call Quality Analyst will be responsible for monitoring and evaluating the quality of inbound and outbound calls. Day-to-day tasks include listening to and reviewing call recordings, providing feedback and coaching to call center agents, identifying training needs, and ensuring adherence to company policies and standards. The Analyst will also generate quality reports and participate in quality improvement initiatives to enhance overall customer service performance. QualificationsExperience in Quality Assurance, Monitoring, and Evaluating call qualityStrong analytical and observation skillsExcellent communication and feedback skillsProficiency in using call monitoring systems and reporting toolsAbility to identify training needs and provide coaching for improvementKnowledge of call center operations and industry standardsAttention to detail and ability to work independentlyStrong organizational and time management skills