uk telecom quality analyst

3 days ago

Salt Lake Kolkata West Bengal, India Prima Omega Marketing Pvt Ltd Full time ₹ 2,40,000 - ₹ 3,00,000 per year

Hi Team,

PrimaOmega Marketing Pvt LTD is hiring UK Telecom Quality Analyst. Find the JD in below-

Core responsibilities

· Monitoring and Auditing: Regularly review customer interactions (calls, chats, emails) to assess service quality, accuracy, and compliance with scripts and policies.

· Performance Analysis: Analyze call and performance data to identify trends, patterns, and areas for improvement.

· Agent Feedback and Coaching: Provide one-on-one feedback to agents based on audit findings and deliver targeted coaching to improve performance.

· Reporting: Prepare and present daily, weekly, and monthly reports on quality scores, agent performance, and key findings to management.

· Process Improvement: Work with management and operations to identify and implement process improvements that enhance customer satisfaction and operational efficiency.

· Training: Assist in training new and existing agents, conduct refresher sessions, and help develop training materials.

· Compliance: Ensure all activities comply with internal policies, procedures, and relevant regulatory standards.

· Quality Assurance: Help develop and implement quality assurance policies and strategies.

Key skills and qualifications

· Strong analytical and problem-solving skills · Excellent communication and interpersonal abilities · Attention to detail and a commitment to accuracy · Ability to work under pressure and handle multiple tasks · Proficiency in data analysis and reporting · Experience in a BPO or call center environment is often required · Familiarity with quality assurance principles

Location: Salt Lake, Sec-V, Kolkata.

Salary: 20,000/- to 25,000/- per month.

Experience: min 1 year as UK Telecom Quality Analyst on paper.

** Interested candidates mail your updated CV at

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Work Location: In person

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