Quality Analyst

The job involves actively listening to live or recorded customer service calls to assess agent performance against quality standards. You will be using established quality metrics to evaluate agent behaviors such as greeting customers, active listening, problem-solving, and adherence to company policies. Providing constructive feedback to agents, highlighting areas of strength and improvement, and offering targeted coaching to enhance performance will also be part of your responsibilities. You will be analyzing call data to identify trends, patterns, and areas where improvements can be made across the team. It will be your responsibility to recognize gaps in agent knowledge or skills and recommend relevant training programs. Ensuring agents are adhering to company policies and regulatory requirements during customer interactions will be crucial. This is a full-time, permanent position with benefits including health insurance, leave encashment, life insurance, and Provident Fund. The schedule may include day shift, morning shift, or rotational shift. Performance bonus and yearly bonus are also part of the compensation package. The ability to commute or relocate to Siliguri, West Bengal is required. The educational requirement for this role is a Bachelor's degree. A minimum of 3 years of experience as a Quality Analyst in a BPO setting is required. Proficiency in English and Hindi is also necessary for this position. The work location will be in person. For further details or to speak with the employer, you can contact +91 8768876817.,