Student Counsellor

Job Summary: The Call Quality Analyst is responsible for evaluating and ensuring the quality of customer interactions within the call center. This role involves analyzing call recordings, assessing adherence to company policies and standards, providing feedback to agents, and identifying areas for improvement to enhance the overall customer experience.

Key Responsibilities:
Call Monitoring: Review and evaluate recorded customer calls to assess compliance with company standards, procedures, and customer service quality.

Performance Analysis: Analyze call metrics and quality indicators to identify trends, strengths, and areas for improvement. Prepare and present detailed reports on findings.

Feedback and Coaching: Provide constructive feedback to customer service agents based on call evaluations. Develop and deliver training and coaching sessions to improve agent performance.

Compliance Assessment: Ensure that calls meet regulatory requirements and internal policies. Address any deviations and work with relevant teams to implement corrective actions.

Quality Improvement: Collaborate with the Quality Assurance Manager and other stakeholders to develop and implement strategies for improving call quality and customer satisfaction.

Documentation: Maintain accurate records of call evaluations, agent performance, and quality improvement initiatives. Ensure that all documentation is up-to-date and accessible.

Trend Identification: Identify common issues or recurring problems in customer interactions and work with management to address and resolve them.

Customer Experience: Monitor customer feedback and satisfaction scores to ensure that agents are delivering a positive and consistent customer experience.

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

Pay: ₹9,887.99 - ₹34,714.11 per month

**Benefits**:

- Commuter assistance
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Language**:

- English (required)

**Location**:

- Udaipur, Rajasthan (required)

Work Location: In person