Executive Quality Control

2 days ago

Kolkata, India Kutchina Home Makers Private Limited Full time

**Job Title**: Quality Analyst - Kutchina Customer Care

**Location**: Kolkata, West Bengal

**Job Type**: Full-Time

**Company**: Kutchina Home Makers Pvt. Ltd.

**About Us**:
Kutchina is an Indian company that specializes in kitchen appliances, including chimneys, hobs, microwaves, dishwashers, water purifiers, and more. They are known for their innovation and quality in the kitchen appliance industry.

**Key Responsibilities**:
1. Monitor a designated number of customer service calls daily for adherence to company policies and procedures.

2. Evaluate call quality, including accuracy, professionalism, and adherence to scripts and process guidelines.

3. Document calls, evaluations and observations.

4. Analyze call center metrics and data to identify trends and areas of improvement.

5. Identify and report on recurring issues or deficiencies in agent performance.

6. Collaborate with team leads and supervisors to address performance gaps.

7. Provide constructive feedback to customer service representatives based on call evaluations.

8. Offer coaching and training sessions to help agents improve their skills and performance.

9. Create action plans for continuous improvement.

10. Generate regular reports summarizing call center performance and quality metrics.

**Criteria**:
1. Must hold Graduate degree from recognized board/University

2. Strong communication skills in English, Hindi and Bengali. Other languages will be added advantage

3. Minimum 1 year of experience as an auditor in call center/BPO operations, preferably in a quality assurance or analyst role.

4. Strong understanding of call center metrics, KPIs, and quality standards.

5. Exceptional attention to detail and the ability to provide constructive coaching and feedback.

**Salary**: ₹10,000.00 - ₹15,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

**Speak with the employer**
+91 7003365690

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