Quality Analyst

As a Quality Analyst-BPO, your primary responsibility will be to monitor customer service calls to ensure agents are performing in accordance with quality standards. This includes actively listening to live or recorded calls and evaluating agent behaviors such as greeting customers, active listening, problem-solving, and adherence to company policies. You will provide constructive feedback to agents, highlighting areas of strength and improvement, and offer targeted coaching to enhance their performance. Additionally, you will analyze call data to identify trends, patterns, and areas where improvements can be made across the team. Your role will also involve identifying training needs, recognizing gaps in agent knowledge or skills, and recommending relevant training programs. Furthermore, you will be responsible for compliance monitoring to ensure agents are adhering to company policies and regulatory requirements during customer interactions. **Qualifications Required:** - Bachelor's degree - Minimum 3 years of experience as a Quality Analyst-BPO - Proficiency in English & Hindi **Benefits:** - Health insurance - Leave encashment - Life insurance - Provident Fund **Schedule:** - Day shift - Morning shift - Rotational shift **Additional Details:** - Work Location: In person - Ability to commute/relocate to Siliguri, West Bengal is required If you are passionate about ensuring high-quality customer service and have the necessary experience and qualifications, we encourage you to apply for this full-time, permanent position.,