Quality Analyst
5 days ago
Job description:
Key Responsibilities:1. Call Monitoring & Evaluation:
- Listen to live and recorded calls to assess agent performance.
- Evaluate customer interactions based on predefined quality parameters.
Identify trends and areas for improvement.
Feedback & Coaching:
Provide constructive feedback to agents to enhance their communication and problem-solving skills.
- Conduct training sessions to improve customer service, call handling, and adherence to protocols.
Work with team leads and managers to develop performance improvement plans.
Quality Assurance & Compliance:
Ensure adherence to company policies, procedures, and industry regulations.
- Maintain accuracy in scripts, call flows, and escalation procedures.
Identify non-compliance issues and suggest corrective actions.
Reporting & Analysis:
Generate reports on quality scores, trends, and agent performance.
- Analyze customer feedback and complaints to identify root causes.
Recommend process improvements to enhance customer experience.
Process Improvement:
Collaborate with management to refine quality standards and training materials.
- Suggest strategies to improve first-call resolution (FCR) and reduce call handling time.
- Stay updated on industry best practices and customer service trends.
Job Types: Full-time, Permanent
Pay: ₹25, ₹30,000.00 per month
Work Location: In person
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