Call Quality Specialist

5 days ago

Bengaluru Bangalore Hyderabad Secunderabad Telangana, India beBeeProfessional Full time ₹ 9,00,000 - ₹ 12,00,000
Job Overview

As a Call Monitoring Professional, you will be responsible for ensuring the highest quality of customer interactions across various lines of business. Your expertise in policies and procedures will drive excellence in call monitoring and evaluation.

Key Responsibilities
  • Conduct internal quality and compliance audits on phone calls and case work completed by operations teams to ensure adherence to established standards.
  • Provide coaching and feedback in a professional and helpful manner to improve performance of those you evaluate, promoting a culture of continuous improvement.
  • Collect and analyze data from each audit/monitor activity, assisting operations teams in developing and implementing corrective action plans, training tips, and team communication to enhance overall quality results.
  • Lead calibration sessions to ensure consistent scoring across team members, fostering a fair and equitable evaluation process.
  • Evaluate findings and make recommendations to operations and training departments for targeted training improvements, driving business growth through enhanced customer experience.
Requirements
  • Tenure of at least 12 months in a role demonstrating consistently above-average call metrics, including ACW, AHT, adherence, calls per day, and quality & compliance scores.
  • At least 12 months' experience in a call monitoring role or equivalent external experience, showcasing a strong track record of success.
  • Ability to self-manage and motivate, with resiliency and adaptability to lead through various business changes.
  • Quickly build knowledge of policies and procedures, positively impacting team culture and effectiveness.
  • Ability to provide clear and constructive coaching and feedback, leveraging Microsoft Office skills to support operational needs.
Benefits

This role offers opportunities for growth and development, with a focus on building a high-performing team that drives business results. As a key contributor, you will be part of a collaborative environment that values innovation, teamwork, and customer satisfaction.

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