Call Quality Analyst

5 days ago


Mumbai, India NextLevel Full time

This job role is by one of our hiring partners on the NextLevel platform. Please apply for prioritised shortlisting.


We are looking for a meticulous and experienced Call Quality Analyst to join our team in Mumbai. The ideal candidate will be responsible for ensuring the highest standards of call quality within our telecalling operations. This role involves monitoring, evaluating, and providing feedback on telecallers’ performance, as well as driving continuous improvement initiatives.


Key Responsibilities:


Monitoring Calls:

  • Listen to recorded calls made by telecallers.
  • Evaluate call quality based on predefined criteria.
  • Identify areas for improvement and provide constructive feedback.

Quality Assurance:

  • Ensure adherence to company policies, scripts, and guidelines during calls.
  • Assess telecallers’ communication skills, product knowledge, and customer handling.
  • Document findings and track performance metrics.

Training and Coaching:

  • Conduct training sessions for telecallers on call quality best practices.
  • Provide ongoing coaching to enhance their skills.
  • Address any gaps or challenges identified during evaluations.

Process Improvement:

  • Collaborate with telecalling teams to implement process improvements.
  • Suggest modifications to scripts, call handling techniques, and customer interactions.

Reporting:

  • Generate regular reports on call quality metrics.
  • Highlight trends, areas of concern, and improvement opportunities.


Qualifications:

  • Bachelor’s degree in a relevant field (e.g., Communication, Business, or related).
  • Proven experience in call quality assessment or a similar role.
  • Excellent communication skills and attention to detail.
  • Familiarity with call center operations and customer service best practices.
  • Proficiency in using call monitoring tools and software.


CTC: 3-4 LPA


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