Call Quality Analyst

19 hours ago

Noida Sector Noida Uttar Pradesh, India IMTS INSTITUTE Full time ₹ 2,50,000 - ₹ 3,00,000 per year

Job Summary:

We are looking for a Call Quality Analyst to assist in monitoring, evaluating, and improving the quality of calls between our counselors and students/parents. The role involves listening to recorded calls, preparing feedback reports, and supporting the team in maintaining high communication standards.

Key Responsibilities:

Listen to recorded calls of counselors and sales teams to assess quality.

Evaluate calls based on set parameters like communication, accuracy, and process adherence.

Prepare detailed feedback reports and highlight areas of improvement.

Share insights with the team to improve customer experience.

Maintain proper documentation and call records.

Support in creating quality monitoring guidelines and processes.

Required Skills:

Good listening and analytical skills.

Strong verbal and written communication.

Basic knowledge of MS Excel/Google Sheets.

Attention to detail and ability to provide constructive feedback.

Understanding of customer service is a plus.

Job Types: Full-time, Permanent

Pay: ₹20, ₹25,000.00 per month

Ability to commute/relocate:

  • Noida Sector 16, Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)

Education:

  • Bachelor's (Required)

Experience:

  • Call Quality : 1 year (Required)

Language:

  • English (Required)

Work Location: In person

Speak with the employer

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