Call Quality Analyst

Job Description

COMPANY NAME-vaani infosystems pvt ltd.) Working days- 6 days working Designation:quality assurance /quality analyst Qualification -12th or any graduates Salary range-25 k to 26 k pm LOCATION-gurgaon sec 18 phase-4 udyog vihar,Harayana we need good command on English & immediate joiner JD call monitoring and sharing actionable insight.call auditing & build a clearer picture of agent-customer interaction goals and streamline the process to achieve higher customer retention rates study data on the effectiveness of agent actions and develop tried and tested solutions to increase the agent's efficiency identify patterns that expose mistakes made by agents, most of which is because these agents are not direct employees of the company create a response guideline sheet to ensure all agents are abreast with the accurate manner to reply to a range of customer queries detect problem areas and complexity in customer queries and curate fresh flows for multiple BPO processes evaluating agent performance through inspection, although with more of a monitoring goal rather than a fault-finding one actionable discussions with the client to transfer the insights to the agents Call Quality refers to the communication and customer service provide during phone conversations in a BPO. It entails several call related factors, including agent’s professionalism and communication clarity. skiils should have strong leadership skills, including team management, mentoring, and the ability to drive QA processes improvements. QA Analysts need to be proficient in risk management, able to anticipate potential quality issues. Define Quality metrics Call Recording Select Sample Calls Evaluation Criteria Evaluation Process Feedback and coaching Performance Tracking Continuous Improvement