Quality Analyst(Call center)

You will be responsible for monitoring and evaluating calls to assess agent performance and customer interactions, identifying trends, and areas for improvement. You will also provide constructive feedback and coaching to agents, conduct training sessions, and work with team leads to develop performance improvement plans. Your role will involve ensuring adherence to company policies, procedures, and industry regulations, maintaining accuracy in scripts and call flows, identifying non-compliance issues, and suggesting corrective actions. Additionally, you will generate reports on quality scores, trends, and agent performance, analyze customer feedback and complaints, and recommend process improvements. Collaborating with management to refine quality standards and training materials, suggesting strategies to improve first-call resolution and reduce call handling time, and staying updated on industry best practices and customer service trends will be part of your responsibilities. Qualifications: - Bachelor's degree or equivalent experience in a call center environment. - Proven experience as a Quality Analyst, Customer Service Trainer, or Call Center Supervisor. - Strong knowledge of call center operations, metrics, and quality monitoring tools. - Excellent analytical, listening, and communication skills. - Ability to provide effective feedback and coaching. - Experience with CRM and call monitoring systems is a plus. Preferred Qualifications: - Certification in Quality Assurance or Customer Service Management. - Experience in a BPO, customer support, or telecom industry. - Familiarity with speech analytics, AI-driven quality monitoring, and process automation tools. Please note that the work location is in person, and the schedule includes day and morning shifts. There are performance bonuses and yearly bonuses offered as benefits. For further details, you can contact the employer at +91 9072229941.,