Quality Executive- Calls

2 weeks ago

HSR Layout Bengaluru Karnataka, India Finsall Resources Full time

**Job Summary**:
The Call Quality Executive is responsible for monitoring and evaluating the quality of inbound and outbound calls handled by customer service representatives. This role ensures that calls meet pre-established quality standards, company policies, and customer service expectations. The goal is to improve customer satisfaction and ensure compliance with internal processes and regulatory requirements.

**Key Responsibilities**:

- Monitor live or recorded customer calls to assess the service quality provided.
- Evaluate performance against quality assurance standards using scoring guidelines.
- Provide actionable feedback to customer service agents to improve service delivery.
- Identify trends, process gaps, and training needs through call audits.
- Collaborate with team leaders, trainers, and managers to enhance team performance.
- Prepare detailed quality reports and present findings to management.
- Assist in the development of quality assurance policies and procedures.
- Ensure adherence to compliance, regulatory, and organizational standards.
- Participate in calibration sessions to align quality standards across evaluators.
- Recommend process improvements to enhance customer experience.

**Required Skills and Qualifications**:

- Bachelor’s degree or equivalent experience.
- 1-3 years of experience in a call center or customer service environment.
- Strong analytical and listening skills.
- Excellent written and verbal communication skills.
- Proficiency in using call monitoring systems and CRM software.
- Ability to handle confidential information with integrity.
- Attention to detail and a high level of accuracy.
- Strong interpersonal and coaching skills.

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

Pay: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

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