Call Center Executive

7 days ago

HSR Layout Bengaluru Karnataka, India HR Hood Full time

Job Summary

The Call Quality Analyst is responsible for assessing the quality of the performance of

our call center associates who deal with our existing and potential customers.

associate’s demeanor, technical accuracy, customer service performance, and

conformity to company policies and procedures.

This individual will assist in developing, creating, and implementing call center quality

processes and procedures; as well as making recommendations for enhancements to

training materials as needed to enhance the overall customer’s experience.

**Responsibilities**:
1. Call Monitoring: Monitor inbound and outbound calls to ensure the associates

adhere to company standards and procedures. Evaluate the call for accuracy,

customer service performance, and compliance with policies.

2. Quality Assurance: Conduct audits and assessments of associate interactions

with customers to identify areas of service delivery that did not meet performance

standards. Document quality issues and performance measures for management

review.

3. Feedback and Coaching: Provide structured and timely feedback to associates.

Work with supervisors to ensure that feedback sessions are conducted regularly

and effectively.

4. Data Analysis: Compile and track performance data. Analyze trends and make

recommendations for improvements in processes and training.

5. Reporting: Prepare and deliver reports on the quality of customer interactions,

including monthly, quarterly, and annual reports. Highlight areas of concern and

make recommendations for improvement.

6. Process Improvement: Collaborate with management to identify process

improvements that lead to better customer service, increased efficiency, and

compliance.

7. Training Support: Assist in the development of training materials and programs

to ensure call center associates are equipped to meet performance standards.

Conduct training sessions as necessary.

8. Compliance Monitoring: Ensure all calls are conducted in compliance with

company policies, industry regulations, and legal requirements. Report any

breaches or potential issues immediately.

9. Customer Satisfaction: Monitor customer satisfaction and provide insights into

how to enhance the customer experience. Work to implement changes based on

customer feedback and quality assessments.

**Qualifications**:
1. Education: Bachelor's degree in business, communications, or a related field is

preferred.

2. Experience: Minimum of 1-3 years in a call center environment, with a focus on

quality assurance or a similar role.

**Benefits**:
1. Competitive salary and benefits package.

2. Opportunity to work at the forefront of AI innovation.

3. Dynamic and intellectually stimulating work environment.

4. Professional development opportunities.

5. The chance to make a real impact through your work.

**Job Types**: Full-time, Permanent

Pay: ₹240,000.00 - ₹300,000.00 per year

Schedule:

- Day shift
- Evening shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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