Job
Description
As a Quality Analyst, your role will involve monitoring, assessing, and enhancing the performance of the calling team to ensure high service quality and customer satisfaction. Your responsibilities will include: - Monitoring and evaluating inbound and outbound calls to assess quality, compliance, and adherence to scripts and procedures. - Scoring calls based on defined quality parameters such as accuracy, empathy, product knowledge, and resolution. - Providing detailed feedback to agents and team leaders to improve their performance and service delivery. - Collaborating with trainers and supervisors to identify training needs and assist in content development. - Maintaining and updating quality audit tools, forms, and documentation. - Preparing and presenting quality reports, trends, and analysis to stakeholders. - Participating in calibration sessions to ensure consistency and fairness in evaluations. - Ensuring agents are aligned with company policies, procedures, and customer service standards. - Contributing to continuous improvement initiatives to enhance the overall customer experience. - Staying updated on product knowledge, compliance regulations, and industry best practices. Qualifications required for this role include: - Bachelor's degree in any field or relevant experience in a similar role. - 2+ years of experience as a Quality Analyst or in a call center/customer service environment. - Excellent listening, analytical, and communication skills. - Strong attention to detail with the ability to provide constructive and objective feedback. - Familiarity with call monitoring tools and CRM systems. - Proficiency in Microsoft Excel or reporting tools for data analysis. - Ability to handle sensitive information and maintain confidentiality. - Strong organizational and time management skills. This is a full-time position with a day shift schedule and in-person work location. Feel free to reach out to the employer at +91 8120056789 for further discussions. As a Quality Analyst, your role will involve monitoring, assessing, and enhancing the performance of the calling team to ensure high service quality and customer satisfaction. Your responsibilities will include: - Monitoring and evaluating inbound and outbound calls to assess quality, compliance, and adherence to scripts and procedures. - Scoring calls based on defined quality parameters such as accuracy, empathy, product knowledge, and resolution. - Providing detailed feedback to agents and team leaders to improve their performance and service delivery. - Collaborating with trainers and supervisors to identify training needs and assist in content development. - Maintaining and updating quality audit tools, forms, and documentation. - Preparing and presenting quality reports, trends, and analysis to stakeholders. - Participating in calibration sessions to ensure consistency and fairness in evaluations. - Ensuring agents are aligned with company policies, procedures, and customer service standards. - Contributing to continuous improvement initiatives to enhance the overall customer experience. - Staying updated on product knowledge, compliance regulations, and industry best practices. Qualifications required for this role include: - Bachelor's degree in any field or relevant experience in a similar role. - 2+ years of experience as a Quality Analyst or in a call center/customer service environment. - Excellent listening, analytical, and communication skills. - Strong attention to detail with the ability to provide constructive and objective feedback. - Familiarity with call monitoring tools and CRM systems. - Proficiency in Microsoft Excel or reporting tools for data analysis. - Ability to handle sensitive information and maintain confidentiality. - Strong organizational and time management skills. This is a full-time position with a day shift schedule and in-person work location. Feel free to reach out to the employer at +91 8120056789 for further discussions.
