Call Quality Analyst

Designation: Call Quality Analyst
Job Location: Koramangala, Bangalore
Number of Openings: 10
Employment Type: Full-time, Permanent
Qualification: 12th / Undergraduate / Graduate
Experience: 1 to 2 years of experience in Voice Call Quality Auditing within a BPO (HIGHLY PREFERRED), or 2 to 3 years of call handling (inbound or outbound) experience in a call center
Industry/Experience Specification: Previous experience as a Call Quality Auditor preferred

Job Role:
As a Call Quality Analyst, you will be responsible for monitoring and evaluating customer service calls performed by agents. You will conduct detailed call quality audits, apply Root Cause Analysis (RCA), utilize 7QC tools, perform ACPT (Agent, Customer, Process, Technology) Analysis, and provide constructive feedback to agents aligned with client requirements.We are seeking candidates who have at least 1 year of prior experience in Call Quality Auditing within a BPO (mandatory). Alternatively, experienced Customer Care Executives with strong call handling backgrounds and a good understanding of quality auditing are also encouraged to apply.

Job Responsbilities:
01) Fixed Day Shift: The process has fixed day shift timings.
02) Call Monitoring/Auditing: Conduct thorough call monitoring/auditing for the calls handled by the customer care agents and share the detailed feedback of monitored calls.
03) Parameter Evaluation: Assess calls for accuracy, professionalism, and resolution effectiveness, delivering actionable insights for improvement.
04) Monitor KPIs such as CSAT, First Call Resolution (FCR), and Average Handling Time (AHT).
05) KPI Monitoring: Track critical performance metrics such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).
06) Scoring and Documentation: Accurately Fill out call auditing forms by scoring all relevant parameters.
07) 7QC Tools Proficiency: Utilize 7QC tools like Pareto charts and histograms effectively for quality analysis.
08) Root Cause Analysis (RCA) & ACPT Analysis: Perform in-depth Root Cause Analysis and ACPT (Agent, Customer, Process, and Technology) Analysis to identify to identify the cause of customer dissatisfaction on the call.
09) Fatal and Non-Fatal Errors: Have good knowledge of fatal and non-fatal errors/parameters for the monitored calls.
10) Call Calibration Sessions: Actively participate in joint call calibration sessions to ensure consistency in quality assessments.
11) Understand and gauge the communication level and professionalism level of the agent on the call while auditing.
12) Coordinate and facilitate call calibration sessions for agent whenever required.
13) Mentor junior auditors to enhance team performance and quality standards.

Required Key Skills / Desired Experience:
01) Educational Qualification: 12th Pass, Undergraduate, or Graduate candidates are eligible.
02) Work Experience: 1 to 2 years of experience in Voice Call Quality Auditing within a BPO (HIGHLY PREFERRED), or 2 to 3 years of call handling (inbound or outbound) experience in a call center.
03) Proficiency in call auditing tools (e.g., NICE, Verint) and MS Office (Excel, PowerPoint).
04) Notice Period: Candidates who can join immediately or in 7 to 10 or 15 days would be considered favorably.
05) Communication and Languages: Candidate must have good communication in both English & Hindi along with one of the regional languages like Kannada, Tamil, Malayalam, Telugu, Marathi, Bengali, Gujarati, etc.
06) Able to multitask, prioritize, and manage time efficiently.
07) Ability to flourish with minimal guidance, and be proactive.
08) Strong analytical, communication, and mentoring skills.