Quality Analyst (Call Centre)

Job description:

Key Responsibilities:1. Call Monitoring & Evaluation:

• Listen to live and recorded calls to assess agent performance.
• Evaluate customer interactions based on predefined quality parameters.
• Identify trends and areas for improvement.

2. Feedback & Coaching:

• Provide constructive feedback to agents to enhance their communication and problem-solving skills.
• Conduct training sessions to improve customer service, call handling, and adherence to protocols.
• Work with team leads and managers to develop performance improvement plans.

3. Quality Assurance & Compliance:

• Ensure adherence to company policies, procedures, and industry regulations.
• Maintain accuracy in scripts, call flows, and escalation procedures.
• Identify non-compliance issues and suggest corrective actions.

4. Reporting & Analysis:

• Generate reports on quality scores, trends, and agent performance.
• Analyze customer feedback and complaints to identify root causes.
• Recommend process improvements to enhance customer experience.

5. Process Improvement:

• Collaborate with management to refine quality standards and training materials.
• Suggest strategies to improve first-call resolution (FCR) and reduce call handling time.
• Stay updated on industry best practices and customer service trends.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person