Call Quality Analyst

Designation: Quality Analyst (International -Sales process)

Job brief: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Roles and responsibilities:

• Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.

• Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.

• Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.

• Generate reports on quality trends, agent performance, and process gaps.

• Present data-driven insights to management to enhance overall service quality.

• Assist in root cause analysis for recurring technical issues and customer dissatisfaction.

• Develop and maintain quality scorecards and reports.

• Work closely with trainers and team leaders to design training programs based on quality audits.

• Conduct quality calibration sessions to ensure uniform evaluation across teams.

• Provide coaching sessions to agents to enhance technical troubleshooting skills.

1) Required Skills:

• Candidates must be comfortable working in the night shift and working from office.

• Excellent written and verbal communication.

• Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.

• Candidates from international BPO backgrounds are preferred.

Perks & Benefits: ✓ Incentives ✓ Benefits of Insurance ✓ 5 Working Days ✓ US Shifts.

Job Type: Full-time

Pay: ₹340,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance

Work Location: In person