Job
Description
As a Calling Quality Analyst at our company, your role will involve monitoring, assessing, and enhancing the performance of our customer service representatives and Sales Team. You will play a crucial part in ensuring adherence to company standards, regulatory compliance, and enhancing customer satisfaction levels. Key Responsibilities: - Monitor inbound and outbound calls to evaluate the quality of service provided. - Assess agent performance based on predefined quality parameters such as accuracy, empathy, call handling, and compliance. - Identify trends, gaps, and training needs through thorough call analysis. - Provide constructive feedback and coaching to agents and team leaders. - Develop and maintain quality scorecards and reports for performance tracking. - Collaborate with training and operations teams to enhance service delivery. - Ensure compliance with internal policies and external regulations, with a focus on data privacy. - Conduct root cause analysis on customer complaints or low-quality interactions. - Assist in designing and updating quality assurance processes and criteria. Qualifications: - Bachelor's degree or equivalent experience is preferred. - Minimum 1-3 years of experience in a quality assurance or call monitoring role. - Strong understanding of call center operations and key performance indicators (KPIs). - Excellent listening, analytical, and communication skills. - Proficiency in MS Office tools (Excel, Word, PowerPoint); experience with QA tools/software is a plus. - Ability to work independently, prioritize multiple tasks effectively. - Knowledge of customer service best practices and regulatory standards. Preferred Skills: - Experience with CRM and call recording systems. - Six Sigma or similar process improvement certification is optional but beneficial. - Bilingual or multilingual abilities will be advantageous based on customer base requirements. Note: Experience required for this role is 1-3 years. The salary range is between 15K to 25K. The job location is in Indore, and the job type is Full-time with a day shift schedule. Work location is in person. If you are interested in this opportunity, please reach out to the employer at +91 8120056789. As a Calling Quality Analyst at our company, your role will involve monitoring, assessing, and enhancing the performance of our customer service representatives and Sales Team. You will play a crucial part in ensuring adherence to company standards, regulatory compliance, and enhancing customer satisfaction levels. Key Responsibilities: - Monitor inbound and outbound calls to evaluate the quality of service provided. - Assess agent performance based on predefined quality parameters such as accuracy, empathy, call handling, and compliance. - Identify trends, gaps, and training needs through thorough call analysis. - Provide constructive feedback and coaching to agents and team leaders. - Develop and maintain quality scorecards and reports for performance tracking. - Collaborate with training and operations teams to enhance service delivery. - Ensure compliance with internal policies and external regulations, with a focus on data privacy. - Conduct root cause analysis on customer complaints or low-quality interactions. - Assist in designing and updating quality assurance processes and criteria. Qualifications: - Bachelor's degree or equivalent experience is preferred. - Minimum 1-3 years of experience in a quality assurance or call monitoring role. - Strong understanding of call center operations and key performance indicators (KPIs). - Excellent listening, analytical, and communication skills. - Proficiency in MS Office tools (Excel, Word, PowerPoint); experience with QA tools/software is a plus. - Ability to work independently, prioritize multiple tasks effectively. - Knowledge of customer service best practices and regulatory standards. Preferred Skills: - Experience with CRM and call recording systems. - Six Sigma or similar process improvement certification is optional but beneficial. - Bilingual or multilingual abilities will be advantageous based on customer base requirements. Note: Experience required for this role is 1-3 years. The salary range is between 15K to 25K. The job location is in Indore, and the job type is Full-time with a day shift schedule. Work location is in person. If you are interested in this opportunity, please reach out to the employer at +91 8120056789.
