Senior Voice Quality Specialist

4 days ago


Delhi, Delhi, India Nexthire Full time
Job Title: Senior Voice Quality Specialist

We are seeking an experienced quality specialist with a strong background in international voice processes. The ideal candidate will have a proven track record of ensuring high service quality and customer satisfaction.

About the Role:
  • Monitor and evaluate inbound and outbound calls to ensure quality and compliance with process standards.
  • Provide constructive feedback to agents and teams to enhance performance and improve customer satisfaction.
  • Analyze trends in performance data and develop actionable insights to drive improvements.
  • Identify gaps in process and recommend process improvements to enhance service quality.
Requirements:
  • Minimum 3 years of experience in quality analysis for an international voice process.
  • Strong understanding of call center metrics and KPIs, including FCR, AHT, and CSAT.
  • Excellent communication and interpersonal skills.
  • Proficiency in call monitoring tools and CRM systems.
  • Ability to analyze data and generate reports.
What We Offer:
  • A competitive salary of ₹700,000 per annum.
  • A chance to work with a dynamic team in New Delhi.
  • Ongoing training and development opportunities.


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