Call Quality Analyst
2 weeks ago
- 6 roles of contact center quality analysts explainedA Call Quality Analyst monitors and evaluates customer interactions to ensure adherence to company standards, provide feedback to agents, and identify areas for improvement. Key responsibilities include analyzing call recordings, assessing performance against quality metrics, creating quality reports, and collaborating with management to enhance overall customer satisfaction and service efficiency.
- Core responsibilities
- Monitor and evaluate: Listen to live and recorded customer service calls to assess agent performance against quality standards, compliance policies, and procedures.
- Provide feedback: Offer detailed, constructive feedback to customer service representatives to help them improve their skills and performance.
- Analyze performance: Analyze call data and metrics to identify trends, common issues, and opportunities for improvement in call quality and customer satisfaction.
- Report on quality: Compile and present regular reports on call quality metrics, agent performance, and quality improvement initiatives to management and other stakeholders.
- Develop improvements: Collaborate with management to develop and implement strategies, training materials, and process improvements to enhance service quality.
- Key skills and qualifications Analytical skills to interpret data and identify trends. Strong communication and feedback skills to provide constructive criticism.
- Knowledge of quality assurance processes and performance metrics. Familiarity with CRM tools and other relevant software.
- Attention to detail to identify compliance and procedural issues. A customer-centric mindset focused on improving customer experience.
- Tamil candidates only
- Chennai Candidates only
- Freshers only
Job Types: Full-time, Fresher
Pay: ₹232, ₹947,177.66 per year
Benefits:
- Food provided
Work Location: In person
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