Quality Check Operation Executive

3 weeks ago


Bengaluru, India Kido Enterprises Pvt Ltd Full time

**Responsibilities**:

- Conduct thorough and unbiased audits of recorded calls to assess adherence to quality standards, company policies, and regulatory requirements.
- Evaluate communication skills, product knowledge, and problem-solving abilities of customer service representatives.
- Provide constructive feedback to agents to enhance their call-handling techniques and overall performance.
- Analyze customer interactions to identify trends, common issues, and areas for improvement.
- Collaborate with team leads to develop strategies for enhancing customer satisfaction and loyalty.
- Recommend process improvements and training initiatives based on customer feedback and call analysis.
- Demonstrate a deep understanding of technical and advanced processes, particularly related to our products and services.
- Analyze complex technical issues discussed during customer interactions to provide accurate assessments and resolutions.
- Maintain detailed and organized records of call audit findings, feedback, and improvement recommendations.
- Generate regular reports on call quality, performance metrics, and trends for management review.

**Requirements**:

- 2-3 years of proven experience as a Quality Analyst, preferably in a call center or customer service environment.
- Strong knowledge of call auditing methodologies, quality metrics, and customer service best practices.
- Ability to analyze and interpret complex technical information presented in customer interaction
- Proficiency in a South Indian language (Tamil, Telugu, Kannada) for effective communication.
- Excellent communication skills, both written and verbal, with the ability to deliver constructive feedback.
- Detail-oriented mindset with the ability to identify patterns and trends from call data.
- Strong problem-solving skills and the ability to provide practical solutions for process improvements.
- Proficiency in using call recording and quality monitoring software.
- Bachelor's degree in a relevant field (e.g., Business, Communication) is preferred.

**Preferred**:

- Experience in analyzing technical support calls or interactions related to advanced products/services
- Familiarity with customer relationship management (CRM) systems and call center tools.
- Certification or training in quality assurance and call auditing.

Utilise your proficiency in a South Indian language (specify the language, e.g., Tamil, Telugu, Kannada) to effectively communicate with customers who prefer that language.
- Ensure clear and accurate communication while addressing customer inquiries and concerns.

Job Location: Bangalore

**Salary**: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Morning shift

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):
**Experience**:

- Quality Analyst: 2 years (required)

**Speak with the employer**
+91 8147759377



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