International Call Quality Auditor

NLB Services

1 - 6 years

4 - 5 Lacs

gurugram

Posted:4 days ago| Platform:

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Skills Required

call quality quality audit qc tools aht voice audits call monitoring quality monitoring call audit feedback call calibration quality analysis quality check call center training csat international audit international bpo international voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

International Call Quality Analyst(Banking experience preferred)

Key Responsibilities:

Monitor and evaluate inbound and outbound calls for quality assurance and compliance with process standards.
Provide actionable feedback and recommendations to improve agent performance.
Maintain and update quality evaluation forms and scoring parameters as required.
Work closely with the operations and training team to ensure service quality standards are met.
Identify process gaps and suggest improvements to enhance the customer experience.
Prepare daily/weekly/monthly reports and analysis on quality scores and trends.
Participate in calibration sessions to ensure consistency in quality monitoring.

If you think you are the perfect candidate for this role, Please contact-

Gursimran- 9310182789

Gursimran.narang@nlbtech.in

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