Call Centre Quality Assurance Executive

6 months ago

Vadodara Gujarat, India PARUL UNIVERSITY Full time

The Call Center Quality Assurance Executive will be responsible for ensuring that our call centre operations meet or exceed established quality standards. This role will involve monitoring and evaluating customer interactions, providing feedback and coaching to call centre agents, and implementing strategies to improve overall performance and customer satisfaction.

**Key Responsibilities**:

- Conduct regular quality assessments of inbound & outbound calls handled by call centre agents.
- Evaluate agent performance based on predefined quality metrics such as adherence to scripts, call handling procedures, and customer service standards.
- Provide constructive feedback and coaching to agents to help them improve their performance and achieve quality goals.
- Identify trends or recurring issues in customer interactions and recommend process improvements or training initiatives to address them.
- Develop and maintain quality assurance procedures and documentation, including call evaluation forms, scoring rubrics, and training materials.
- Collaborate with call centre supervisors and managers to implement quality improvement initiatives and monitor their effectiveness.
- Generate reports and analysis on quality performance metrics, highlighting areas of success and opportunities for improvement.
- Stay informed about industry best practices and emerging trends in call centre quality assurance and customer service.

**Qualifications**:

- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in a call centre quality assurance role, preferably in a similar industry.
- Strong understanding of call centre operations, customer service principles, and quality assurance processes.
- Excellent communication skills, with the ability to provide clear and constructive feedback to agents and stakeholders.
- Analytical mind-set with the ability to interpret data and identify trends or patterns.
- Detail-oriented with a focus on accuracy and consistency in evaluating agent performance.
- Proficiency in using call monitoring software and other quality assurance tools.
- Ability to work independently & collaboratively in a fast-paced environment.
- Flexibility to adapt to changing priorities and business needs.

**Job Types**: Full-time, Permanent

Pay: From ₹20,000.00 per month

**Benefits**:

- Paid sick time
- Paid time off

Schedule:

- Day shift
- Evening shift
- Morning shift
- Rotational shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Call center: 1 year (required)

**Language**:

- English (required)

Work Location: In person

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