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Call Quality Specialist

1 month ago

Bengaluru, Karnataka, India Convin Full time

Role Overview:

The Call Quality Specialist will play a key role in supporting the quality assurance team by analyzing call recordings, assessing quality metrics, and providing recommendations for improvement. This role offers an opportunity to learn about call quality evaluation processes and contribute to enhancing customer interactions.

Key Responsibilities:

  • ∙ Monitor and assess call recordings to ensure adherence to Convin's quality standards.
  • ∙ Identify areas of improvement and provide feedback to enhance call quality.
  • ∙ Assist in compiling reports and dashboards for tracking call quality performance metrics.
  • ∙ Participate in quality calibration sessions to ensure consistent evaluation standards.
  • ∙ Support the automation of quality reports and contribute to driving data labs reporting for better process insights.
  • ∙ Work closely with the Quality and Data Analytics teams to align on process improvements and quality initiatives.
  • ∙ Conduct ad-hoc analysis to generate insights from call data and support quality enhancement strategies.

Requirements:

  • ∙ Currently pursuing or recently completed a degree in Business, Data Analytics, Communication, or a related field.
  • ∙ Excellent attention to detail with strong analytical and problem-solving skills.
  • ∙ Basic understanding of quality assurance practices and interest in learning more.
  • ∙ Familiarity with data analysis tools (e.g., Excel, Power BI, or Tableau) is a plus.
  • ∙ Strong communication skills and ability to work effectively in a collaborative team environment.
  • ∙ Previous experience in a call center or quality assurance role is an advantage but not mandatory.

What makes this role a perfect opportunity?

● Expand your knowledge: You get to buy a course or book worth Rs. 1000 every month (we reimburse it). And, the best part? It doesn't have to be related to your job It can be a novel, a gratitude journal, or anything that helps you learn something new.

● Wifi Allowance: INR 6K wifi allowance

● Learn Fast: Amazing amount of learning that will help you shape your career and pave the path for entry into one of the most lucrative industries in India right now.

● The fast-growing startup has no limits on what you can learn and gain in terms of experience.