Call Quality Analyst
5 days ago
Job Description:
Abe Services Private Limited, a leading "Australian Study Experts" consultancy with multiple branches, is seeking a Call Quality Analyst to ensure the highest standards in student counselling and customer acquisition processes.
Roles & Responsibilities:
- Monitor and review recorded calls from the Student Counselling and Customer Acquisition departments.
- Prepare daily, weekly, and monthly reports highlighting key trends, gaps, and improvement areas.
- Identify errors, inconsistencies, and areas of improvement in call handling.
- Provide actionable insights and recommendations to improve counselling quality and customer engagement.
- Collaborate with the Managements and team leads to implement feedback and training.
- Maintain accurate records and documentation of observations and recommendations.
Requirements:
- Excellent listening, analytical, and attention-to-detail skills.
- Good written and verbal communication skills in English.
- Ability to work independently and handle multiple reports simultaneously.
- Basic knowledge of data analysis tools or MS Excel is an advantage.
- Prior experience in call monitoring, quality analysis, or customer service is a plus.
- Work Hours: Full-time, Monday to Saturday
Why Join Us?
- Be part of a professional environment focused on guiding students to study abroad.
- Work closely with a passionate team and contribute to continuous process improvement.
Job Types: Full-time, Permanent
Pay: From ₹250,000.00 per year
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- Bachelor's (Preferred)
Experience:
- Quality control: 1 year (Preferred)
Language:
- Malayalam (Required)
Location:
- Kochi, Kerala (Preferred)
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