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Freelancer David Santosh Stany Nazareth
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Call Quality Monitoring (Call Center)

Call Quality Monitoring (Call Center)

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Freelancer David Santosh Stany Nazareth

1 - 2 years

0 - 3 Lacs

Navi Mumbai Maharashtra India

Posted:1 week ago| Platform: Foundit logo

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Skills Required

Call Monitoring Feedback Call Audit

Work Mode

On-site

Job Type

Full Time

Job Description

Quality Analyst (Call Quality- Only Marathi and Hindi)

Monitoring and Evaluation:
Reviewing phone calls, emails, or other customer interactions to assess agent performance against established criteria.
Feedback and Coaching:
Providing constructive feedback to agents on their performance, highlighting areas of strength and suggesting areas for improvement.
Trend Analysis:
Identifying recurring issues or patterns in customer interactions to pinpoint areas where processes or agent training can be optimized.
Quality Assurance Standards:
Developing and maintaining quality assurance standards, benchmarks, and performance metrics.
Collaboration:
Working with training and management teams to implement improvements and address performance gaps.
Reporting:
Generating reports on call quality metrics and performance trends for management review.

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Call Quality Monitoring (Call Center)