Call Quality Analyst

4 weeks ago

Jaipur, India SK Finance Ltd Full time

Role & Responsibility:

  1. Monitor and evaluate recorded calls to assess adherence to quality standards and compliance requirements
  2. Provide constructive feedback and coaching to the agents based on performance evaluations
  3. Identify trends and recurring issues in call quality and recommend solutions for improvement
  4. Collaborate with the trainer to develop and implement targeted coaching and training programs
  5. Maintain accurate records of quality evaluations and performance metrics
  6. Communicate effectively with team members and management to address quality concerns and implement best practices
  7. Participate in calibration sessions to ensure consistency and accuracy in quality assessments
  8. Stay updated on industry best practices and regulatory requirements related to operations and quality assurance

Required Qualification:

  1. Bachelor's degree and relevant work experience
  2. Previous experience in a call center environment as a call quality analyst (Having experience in finance industry will be preferred)
  3. Strong analytical skills with the ability to interpret data and identify trends
  4. Excellent communication and interpersonal skills

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