Quality Analyst- Calling

1 day ago

Mohali, Punjab, India 38bee2a7-18ed-4864-a0e5-2b1ce0dc53da Full time ₹ 15,61,120 - ₹ 23,96,160 per year

Key Responsibilities:· Monitor and evaluate inbound and outbound calls to assess the quality of customerinteractions.· Ensure telecalling teams are following scripts, communication standards, and complianceguidelines.· Provide constructive feedback to team members to enhance communication quality andcustomer satisfaction.· Maintain detailed records of quality scores, feedback reports, and performance metrics.· Collaborate with Team Leaders and Training Managers to improve overall call quality andproductivity.· Prepare and present daily, weekly, and monthly quality reports.· Ensure adherence to company policies, data protection, and customer service protocols.· Participate in calibration sessions to align quality standards across the team.Required Skills & Qualifications:· Minimum 6 months of experience as a Quality Analyst in a BPO, call centre, or telecallingprocess.· Strong listening, analytical, and evaluation skills.· Good understanding of quality monitoring tools, call evaluation forms, and feedbackprocesses.· Good communication (verbal and written) and interpersonal skills.· Basic proficiency in MS Excel and report generation.· Strong attention to detail, with the ability to identify patterns and improvement areas.Educational Qualification:Bachelor's Degree/Diploma /Certification in any field.Why Join Us:Opportunity to work with a leading healthcare and wellness company.Exposure to quality assurance processes within a high-performance sales environment.Growth-oriented culture with opportunities for skill enhancement and career advancement.Supportive management and collaborative work environment.Interview Screening Questions:1. How many months of experience do you have in quality analysis for calling ortelecalling processes?2. How do you provide feedback to agents to improve their performance?3. Are you comfortable working from our Zirakpur office (6 days a week)?4. What is your current CTC and expected salary?

Job Types: Full-time, Permanent

Pay: ₹15, ₹20,173.92 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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