Quality Analyst

2 weeks ago

Cochin, Kerala, India Hair O Craft Full time ₹ 25,000 - ₹ 3,00,000 per year

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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