Quality Analyst (L&D)

we are hiring sales trainer for thrissur location.

Key Responsibilities:

• Performance Monitoring: Listen to and review live or recorded calls, emails, and chats to assess customer interactions.
• Quality Scoring: Evaluate agent performance against established criteria, including adherence to scripts, empathy, issue resolution, and overall customer experience.
• Feedback & Coaching: Provide constructive feedback and coaching to agents to help them improve their skills and align with quality standards.
• Root Cause Analysis: Identify the underlying causes of recurring quality issues and recommend solutions.
• Reporting: Generate daily, weekly, and monthly quality reports, analyzing performance data to identify trends and areas for improvement.
• Process Improvement: Recommend actionable plans and strategies to enhance overall operational efficiency and customer satisfaction.
• Compliance: Ensure that all customer interactions and processes comply with company policies, regulations, and SLA targets.
• Calibration: Participate in calibration sessions with operations and training teams to maintain consistency in quality evaluations.

Job Type: Full-time

Pay: ₹30,000.00 - ₹60,000.00 per month

Work Location: In person