Quality Analyst - Call Audit

Nibav Lifts

2 - 3 years

2 - 4 Lacs

chennai

Posted:2 days ago| Platform:

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Skills Required

call monitoring qc tools call quality call calibration 7qc quality tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Audit, analyze, report, recommend, implement, and monitor preventive and corrective actions to ensure quality assurance standards are met.
Monitor and analyze customer support trends.
Understand various departmental processes and track and record their KPIs.
Create criteria for agent performance measurement (QA scorecard).
Assess agent performance over time.
Compile and analyze statistical data, including KPIs.
Identify strategies to improve internal processes.
Draft and implement quality assurance policies and procedures.
Provide coaching and feedback to improve performance.
Demonstrate strong verbal communication skills.
Exhibit empathy and emotional intelligence.
Stay goal-oriented and aligned with the companys mission and vision.

Skills Required:

Quality control certification (added advantage).
Excellent attention to detail.
Strong verbal and written communication skills.
Data analysis and statistical aptitude.
Good interpersonal skills.
Experience in call auditing and call monitoring.
Proficient in MS Office.
Good presentation skills.

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