Quality Analyst

Square Business Services

1 - 2 years

2 - 3 Lacs

hyderabad

Posted:-1 days ago| Platform:

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Skills Required

quality audit call quality call audit quality assurance call monitoring call calibration quality analysis

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Conduct call audits to ensure compliance with quality standards and regulations.
Monitor calls for quality assurance, identifying areas of improvement and providing feedback to agents.
Perform call calibration exercises to align agent performance with industry standards.
Analyze data from various sources (e.g., CRM systems) to identify trends and opportunities for process improvements.
Collaborate with team members to resolve issues related to call quality, customer satisfaction, or other operational concerns.

Desired Candidate Profile

1-2 years of experience in a similar role within the BPO/call center industry.
Strong understanding of call auditing, call monitoring, call quality analysis, and quality assurance principles.
Excellent analytical skills with ability to interpret complex data sets and communicate findings effectively.
Proficiency in using technology such as CRM software and other relevant tools.

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