Quality Executive

As a Call Center Call Quality Executive, your role involves monitoring and evaluating inbound and outbound calls to ensure quality adherence. You will be responsible for identifying improvement areas in agent communication and compliance. Your key responsibilities will include: - Call Monitoring & Evaluation: - Assessing inbound and outbound calls for quality adherence. - Identifying improvement areas in agent communication and compliance. - Quality Assurance & Compliance: - Ensuring adherence to company policies, scripts, and regulatory requirements. - Monitoring calls for data security, customer service, and ethical practices. - Second Voice Monitoring & Intervention: - Acting as a second voice during live calls to assist agents in handling complex customer queries. - Providing real-time guidance and intervention to de-escalate difficult situations. - Ensuring adherence to quality standards in critical customer interactions. - Feedback & Coaching: - Providing detailed call feedback to agents. - Conducting one-on-one coaching sessions to improve communication and soft skills. - Reporting & Analysis: - Maintaining records of call quality scores, feedback, and agent performance. - Identifying trends and improvement areas in service delivery. - Training & Development Support: - Assisting in onboarding and continuous training programs. - Recommending training topics based on call analysis. - Process Improvement & Customer Satisfaction: - Suggesting enhancements to scripts, processes, and customer handling techniques. - Working towards improving customer satisfaction and first-call resolution rates. Qualifications required for this role include a Bachelor's degree in business administration or a related field (preferred but not always mandatory). Experience of 1-3 years in a call center environment, preferably in a Quality Analyst or Call Monitoring role, is desired. Knowledge of customer service/support, sales processes, compliance regulations, and call center performance metrics is essential. Experience with second voice intervention and real-time call monitoring is an advantage. Hands-on experience with diallers and other relevant platforms would be beneficial.,