Call Quality Assurance Specialist

5 days ago


Coimbatore, Tamil Nadu, India CGVAK Software AND Exports Limited Full time
About the Role

As a Call Quality Auditor at CGVAK Software AND Exports Limited, you will play a crucial role in ensuring the high standard of customer service delivery by assessing and evaluating the quality of calls made and received. Your meticulous attention to detail and analytical skills will be vital in identifying areas for improvement and maintaining compliance with quality standards.

Key Responsibilities:
  • Call Monitoring and Evaluation:
  • Listen to recorded customer calls to assess agent performance and evaluate customer service quality.
  • Evaluate calls against established quality standards and performance metrics.
  • Identify areas of strength and weakness in agent performance and provide constructive feedback.
  • Quality Assurance:
  • Develop and maintain quality standards and evaluation criteria.
  • Conduct regular call calibration sessions to ensure consistency in evaluations.
  • Identify trends in call quality and provide insights to management.
  • Data Analysis and Reporting:
  • Generate reports on call quality metrics and performance indicators.
  • Analyze call data to identify areas for improvement in processes and systems.
  • Process Improvement:
  • Collaborate with management to implement process improvements based on call quality findings.
  • Develop and implement strategies to enhance customer satisfaction.
Required Qualifications:

A Call Quality Auditor is responsible for ensuring that customer interactions meet established quality standards. They listen to recorded calls and evaluate agent performance against specific metrics, providing feedback to improve agent performance and overall customer satisfaction.

This role requires a strong analytical and problem-solving mindset, excellent communication and interpersonal skills, attention to detail and accuracy, and the ability to provide constructive feedback.



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