Quality Analytical

2 days ago

Ludhiana Punjab, India Task Monks Full time

**Responsibilities**:
1. Call quality monitoring: Monitoring and evaluating calls to ensure that agents are providing high-quality customer service and adhering to company policies and procedures.

2. Coaching and feedback: Providing regular coaching and feedback to agents based on the results of call monitoring and other performance metrics, such as customer satisfaction ratings and first call resolution rates.

3. Process improvement: Identifying areas for process improvement, such as changes to scripts, call handling procedures, or training programs, and implementing solutions to address these areas.

4. Compliance monitoring: Ensuring that agents are adhering to relevant regulations and compliance requirements, such as data protection laws or industry-specific regulations. Quality Assurance

5. Reporting and analysis: Collecting and analyzing data related to call centre performance and using this information to generate reports and recommendations for improvements.

6. Training and development: Developing and delivering training programs to agents to enhance their skills and knowledge related to customer service, call handling, and technical skills.

7. Stakeholder management: Building and maintaining strong relationships with stakeholders, such as call centre managers, agents, and customers, to ensure that the QA program is meeting their needs and expectations.

**Qualifications & Skills required**:

- Bachelor's degree required.
- 3+ years of experience in Quality Assurance of calls.
- Strong analysis skills.
- Strong communication skills, both written and verbal.
- Strong organizational and stress management skills.
- Proficiency in Microsoft Office, particularly with Excel.
- Ability to train and manage staff.
- Ability to work with little to no supervision.

Pay: ₹18,000.00 - ₹30,000.00 per month

Schedule:

- Day shift

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

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