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K12 Techno Services logo

Quality Analyst

2 - 4 years

3 - 4 Lacs

Bengaluru

Posted:6 days ago| Platform: Naukri logo

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Skills Required

Call Audit Evaluation And Management Monitoring Outbound Calling Call Monitoring Feedback Call Calibration

Work Mode

Work from Office

Job Type

Full Time

Job Description

JD for quality executive. The Call Quality Monitoring Specialist is responsible for evaluating customer interactions to ensure adherence to company standards and regulatory requirements. This role focuses on enhancing service quality, providing actionable feedback to agents, and collaborating with management to drive continuous improvement in customer satisfaction and operational efficiency. Key Responsibilities : Monitor and Evaluate Calls: Listen to and assess inbound and outbound calls to ensure compliance with quality standards and protocols. 1. Provide Constructive Feedback: Offer actionable insights and coaching to agents to improve performance and customer service skills. 2. Conduct Call Audits: Regularly audit call recordings and documentation to identify trends, training needs, and areas for process improvement. 3. Collaborate with Management: Work closely with team leaders and supervisors to develop and implement quality improvement strategies and training programs. 4. Maintain Records: Keep detailed records of evaluations, feedback sessions, and performance metrics. 5. Participate in Calibration Sessions: Engage in regular calibration meetings to ensure consistency in quality assessments across the team Key Performance Indicators (KPIs) 1. First Call Resolution (FCR): Percentage of issues resolved during the first customer interaction. 2. Adherence to Scripts and Protocols: Ensuring agents follow established guidelines during calls. Experience: Minimum of 2 years in a call center quality assurance role, preferably within a BPO environment

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K12 Techno Services
K12 Techno Services
k12techno.com

Education Technology

N/A

51-200 Employees

340 Jobs

    Key People

  • Ravi Kumar

    Founder & CEO

  • Anita Sharma

    Chief Operating Officer

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