Quality Analyst

Role Overview: You will be responsible for call audit, both live and recorded calls, in a team setting. Your role will involve assessing the team's performance based on call duration, number of calls audited, and adherence to Average Handling Time (AHT) standards. You will also be involved in call calibration and sharing feedback with team members. Key Responsibilities: - Conducting call audits for both live and recorded calls - Monitoring team's performance metrics such as call duration and AHT - Sharing feedback with team members on call quality and performance - Participating in call calibration sessions - Maintaining records of number of calls audited - Ensuring adherence to quality standards and feedback mechanisms Qualifications Required: - Fluency in both Hindi and English languages - Basic knowledge of Excel for record keeping - Understanding of DIP check process is preferred Role Overview: You will be responsible for call audit, both live and recorded calls, in a team setting. Your role will involve assessing the team's performance based on call duration, number of calls audited, and adherence to Average Handling Time (AHT) standards. You will also be involved in call calibration and sharing feedback with team members. Key Responsibilities: - Conducting call audits for both live and recorded calls - Monitoring team's performance metrics such as call duration and AHT - Sharing feedback with team members on call quality and performance - Participating in call calibration sessions - Maintaining records of number of calls audited - Ensuring adherence to quality standards and feedback mechanisms Qualifications Required: - Fluency in both Hindi and English languages - Basic knowledge of Excel for record keeping - Understanding of DIP check process is preferred