Call Center Executive
2 months ago
Job Summary
The Call Quality Analyst is responsible for assessing the quality of the performance of
our call center associates who deal with our existing and potential customers.
associate’s demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures.
This individual will assist in developing, creating, and implementing call center quality
processes and procedures; as well as making recommendations for enhancements to
training materials as needed to enhance the overall customer’s experience.
**Responsibilities**:
1. Call Monitoring: Monitor inbound and outbound calls to ensure the associates
adhere to company standards and procedures. Evaluate the call for accuracy,
customer service performance, and compliance with policies.
2. Quality Assurance: Conduct audits and assessments of associate interactions
with customers to identify areas of service delivery that did not meet performance
standards. Document quality issues and performance measures for management
review.
3. Feedback and Coaching: Provide structured and timely feedback to associates.
Work with supervisors to ensure that feedback sessions are conducted regularly
and effectively.
4. Data Analysis: Compile and track performance data. Analyze trends and make
recommendations for improvements in processes and training.
5. Reporting: Prepare and deliver reports on the quality of customer interactions,
including monthly, quarterly, and annual reports. Highlight areas of concern and
make recommendations for improvement.
6. Process Improvement: Collaborate with management to identify process
improvements that lead to better customer service, increased efficiency, and
compliance.
7. Training Support: Assist in the development of training materials and programs
to ensure call center associates are equipped to meet performance standards.
Conduct training sessions as necessary.
8. Compliance Monitoring: Ensure all calls are conducted in compliance with
company policies, industry regulations, and legal requirements. Report any
breaches or potential issues immediately.
9. Customer Satisfaction: Monitor customer satisfaction and provide insights into
how to enhance the customer experience. Work to implement changes based on
customer feedback and quality assessments.
**Qualifications**:
1. Education: Bachelor's degree in business, communications, or a related field is
preferred.
2. Experience: Minimum of 1-3 years in a call center environment, with a focus on
quality assurance or a similar role.
**Benefits**:
1. Competitive salary and benefits package.
2. Opportunity to work at the forefront of AI innovation.
3. Dynamic and intellectually stimulating work environment.
4. Professional development opportunities.
5. The chance to make a real impact through your work.
**Job Types**: Full-time, Permanent
Pay: ₹240,000.00 - ₹300,000.00 per year
Schedule:
- Day shift
- Evening shift
**Education**:
- Higher Secondary(12th Pass) (preferred)
**Experience**:
- total work: 1 year (preferred)
Work Location: In person
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