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Call Quality Analyst

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Pune, India Educart Full time

Daily Responsibilities
-

● Monitor and evaluate customer interactions (emails, calls, chats) to assess the quality of service provided by CRM representatives.

● Identify areas of improvement in customer interactions, adherence to processes, and data accuracy.

● Provide constructive feedback to CRM representatives based on evaluation results.

● Collaborate with CRM team leaders and managers to implement action plans for improvement.

● Work with cross-functional teams to identify and recommend process improvements to enhance the overall customer experience.

Skills Needed -

● Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).

● Proven experience in quality assurance and quality control, preferably in a CRM or customer service environment.

● Strong analytical and problem-solving skills.

● Excellent communication and interpersonal skills.

● Proficiency in CRM software and Microsoft Office Suite.

● Detail-oriented with the ability to multitask effectively.

● Knowledge of the publishing industry is a plus