call center analyst

Hair O Craft

A Call Quality Analyst (QA) monitors and evaluates inbound/outbound call interactions against established quality metrics, such as accuracy, compliance, and empathy. They provide actionable feedback, coach agents to improve performance, identify trends, and develop training materials to enhance customer satisfaction.Responsibilities<ul><li>Monitoring &amp; Evaluation: Auditing voice calls, chats, or emails to ensure compliance with company policies, scripts, and industry regulations.</li><li>Feedback &amp; Coaching: Providing regular, detailed, and constructive feedback to customer service representatives to improve their performance.</li><li>Data Analysis &amp; Reporting: Identifying trends in call quality, preparing performance reports, and conducting root cause analysis for recurring issues.</li><li>Calibration &amp; Quality Improvement: Collaborating with team leaders and management to align quality standards and implement improvement initiatives.</li><li>Documentation: Maintaining accurate records of audits, scorecards, and coaching sessions.</li></ul>Required Skills &amp; Qualifications<ul><li>Experience: Previous experience in a call center, BPO, or customer service quality assurance role.</li><li>Soft Skills: Strong analytical, communication, problem-solving, and interpersonal skills.</li><li>Technical Skills: Proficiency in call monitoring software, Quality Assurance tools, and Microsoft Office (Excel, Word, PowerPoint).</li><li>Knowledge: Understanding of quality assurance methodologies and customer service best practices.</li></ul>Job Type: Full-timePay: ₹25,000.00 - ₹30,000.00 per monthWork Location: In person

Call Quality Analyst

HealthTrust

<div><h5 class="jobSectionHeader">Introduction</h5>
Do you have the career opportunities as a Member Support Analyst you want with your current employer? We have an exciting opportunity for you to join HealthTrust which is part of the nation's leading provider of healthcare services, HCA Healthcare.<h5 class="jobSectionHeader">
Benefits</h5>
HealthTrust offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:<ul><li>
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.</li><li>
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.</li><li>
Free counseling services and resources for emotional, physical and financial wellbeing 
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401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) 
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Employee Stock Purchase Plan with 10% off HCA Healthcare stock 
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Family support through fertility and family building benefits with Progyny and adoption assistance. 
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Referral services for child, elder and pet care, home and auto repair, event planning and more 
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Consumer discounts through Abenity and Consumer Discounts 
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Retirement readiness, rollover assistance services and preferred banking partnerships 
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Education assistance (tuition, student loan, certification support, dependent scholarships) 
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Colleague recognition program 
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Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence) 
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Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.</li></ul>
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location. 
Our teams are a committed, caring group of colleagues. Do you want to work as a Member Support Analyst where your passion for creating positive patient interactions is valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise!<h5 class="jobSectionHeader">
Job Summary and Qualifications</h5> 
The Member Support Analyst is assigned a base of accounts and provides Tier 1 technical support as well as overall HPG support for incident resolution and requests reported by their account base. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of system/web applications (Member Portal, IMS, CatScan, PASS, CCM, VIRA, HOME, SMART, iCommit, and SSR).
 Key Responsibilities
The Member Support Analyst also resolves service requests related to general member inquiries, contracted pricing, letters of commitment, product quality and contract maintenance. They will interact and collaborate with users from supported hospitals, representatives from the HCA division service desks and shared service centers, vendor representatives and other HPG corporate departments while supporting HPG Membership. The Member Support Analyst is required to build strong relationships within HPG and the vendor network by working across organizational boundaries in order to resolve issues. They will be required to continually expand knowledge of current and upcoming contracts and system applications. This role is responsible for collecting information through member interaction, by accessing support systems and tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources in a timely manner.
Duties<ul><li>
Answer calls in a service desk environment and actively works to ensure expected resolution dates and call center metrics are met.</li><li>
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.</li><li>
Uses the appropriate categories for logging incidents and requests and close service requests within the expected resolution date.</li><li>
Provides support within a base of accounts, IDN specific, independent or vendors. Educates and trains members one-on-one as needed to resolve requests.</li><li>
Act as a liaison/main contact for clients while coordinating with multiple internal groups and external groups to identify and meet client needs.</li><li>
Creates a positive member support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling members with a consummately professional attitude.</li><li>
Ensures the end-to-end member experience and provides a single point-of-contact for the member. Act as a liaison/main contact for members while coordinating with multiple internal groups and external groups to identify and meet client needs.</li><li>
Analyzes and resolves incidents and requests regarding use of application software or hardware.</li><li>
Responsible to follow up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the member communication is complete. Documents resolutions and updates internal training documentation as needed.</li><li>
Grows general knowledge of current HPG web applications, portals, systems, contracts, pricing, and tiers.</li><li>
Participates in Members Services and departmental project activities or other duties as assigned; such as: attends project meetings, testing, developing or reviewing documentation and support procedures, supporting the pilot or implementation, etc.</li><li>
Provide member support for system password and account lock-out procedures. Adheres to and supports IT standards, policies, and procedures.</li><li>
Maintains and protects confidentiality with regard to all aspects of patient care and employee information.</li></ul>
Requirements:<ul><li>
High school diploma, required. Bachelor's degree preferred</li><li>
2- 3 years of call center / customer support experience in a high-volume environment</li><li>
Proficiency with CRM software and Microsoft Office</li><li>
Analytic and problem resolution skills</li><li>
Project management skills</li><li>
Strong communication and relationship building skills.</li><li>
Enjoys a collaborative team environment.</li></ul> 
&quot;Bricks and mortar do not make a hospital. People do.&quot;- Dr. Thomas Frist, Sr. 
HCA Healthcare Co-Founder
If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Member Support Analyst opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div>

Member Support Analyst

AffinityVibez (Pvt) Ltd

Job SummaryThe Sales Quality Assurance Specialist is responsible for ensuring excellence in sales interactions by monitoring, evaluating, and improving the quality and effectiveness of customer-facing sales communications across BPO operations. This role focuses on sales call quality assurance, compliance, conversion optimization, and performance evaluation to enhance revenue generation and customer satisfaction.Key Responsibilities1. Sales Call Monitoring &amp; Evaluation<ul><li>Monitor and evaluate inbound and outbound sales calls, chats, and emails against defined sales quality standards and client SLAs.</li><li>Conduct detailed audits to assess sales pitch effectiveness, objection handling, product knowledge, communication skills, and closing techniques.</li><li>Evaluate adherence to sales scripts, compliance requirements, and ethical selling practices.</li><li>Ensure accuracy in quality scoring and proper documentation of findings.</li></ul>2. Sales Quality Assurance &amp; Compliance<ul><li>Ensure adherence to internal sales processes, regulatory requirements, and client compliance guidelines.</li><li>Identify sales quality gaps, behavioral trends, and missed revenue opportunities.</li><li>Monitor compliance with consent, disclosure, and data protection requirements during sales interactions.</li><li>Address sales-related quality escalations in coordination with Sales and Operations teams.</li></ul>3. Feedback, Coaching &amp; Calibration<ul><li>Provide structured and actionable feedback to sales agents to improve conversion rates and customer engagement.</li><li>Conduct one-on-one feedback sessions focusing on upselling, cross-selling, objection handling, and closing strategies.</li><li>Participate in calibration sessions with QA, Sales, and Training teams to ensure evaluation consistency.</li><li>Support sales coaching initiatives by sharing insights, best practices, and performance improvement plans.</li></ul>4. Reporting &amp; Sales Performance Analysis<ul><li>Prepare and share daily, weekly, and monthly sales quality performance reports.</li><li>Analyze trends in conversion rates, call quality scores, revenue per call, and compliance adherence.</li><li>Identify root causes for low conversions and recommend improvement strategies.</li><li>Present sales quality insights and revenue-impact analysis to management and stakeholders.</li></ul>5. Process Improvement &amp; Client Support<ul><li>Assist in internal sales audits and client quality reviews.</li><li>Ensure sales targets align with quality benchmarks without compromising compliance.</li><li>Contribute to refining sales QA scorecards, scripts, evaluation frameworks, and SOPs.</li><li>Collaborate with Sales and Training teams to improve onboarding and continuous learning programs.</li></ul>Required Skills &amp; Competencies<ul><li>Strong understanding of BPO/Call Center Sales QA standards and sales methodologies</li><li>Knowledge of sales techniques (upselling, cross-selling, objection handling, closing strategies)</li><li>Excellent listening, analytical, and attention-to-detail skills</li><li>Ability to provide constructive, performance-driven feedback</li><li>Strong reporting, data analysis, and sales performance interpretation skills</li><li>Effective communication and stakeholder coordination abilities</li></ul>Education<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, Marketing, or a related field (preferred)</li></ul>Experience<ul><li>1&ndash;2 years&rsquo; experience as a Sales QA, Senior QA, or Quality Analyst in a sales-driven BPO environment (preferred)</li></ul>Perks &amp; Benefits<ul><li>Competitive base salary with Increment Plans</li><li>Paid public/national holidays</li><li>Paid annual, paternity, and bereavement leave</li><li>Supportive and performance-driven workplace culture</li></ul>Location: Wapda Town Phase 1 Shift Timing: Night Shift (7:00 PM &ndash; 3:30 AM) Work Schedule: Monday to Friday (Weekends Off)Job Type: Full-timeWork Location: In person

Quality Assurance Analyst (Call Center/BPO)

BlackStone eIT

<div>
 BlackStone eIT is seeking a talented and experienced Call Center Technology Architect to join our team. In this role, you will be responsible for designing and implementing cutting-edge technology solutions that enhance our call center operations, improve customer interactions, and promote efficiency across the board. The ideal candidate will have a strong background in telecommunications, cloud solutions, and a deep understanding of customer service technologies.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Architect and design technology solutions for call center operations, including telephony, CRM integration, and analytics tools
 </li>
 <li>
 Collaborate with stakeholders to gather requirements and transform them into scalable technology solutions
 </li>
 <li>
 Evaluate and recommend software, hardware, and infrastructure to support call center operations
 </li>
 <li>
 Lead the implementation of call center solutions, ensuring integration with existing systems and processes
 </li>
 <li>
 Monitor system performance and make recommendations for enhancements or changes to improve overall functionality and user experience
 </li>
 <li>
 Provide technical leadership and mentorship to team members, fostering a culture of innovation and continuous improvement
 </li>
 <li>
 Stay current with industry trends, emerging technologies, and best practices to ensure optimal system performance and customer satisfaction
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Education
 
 
 
 <ul>
 <li>
 Bachelor's or Master's degree in Computer Science, Information Technology, or a related field
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <ul>
 <li>
 8+ years of experience in technology architecture, specifically within call center operations
 </li>
 <li>
 Proven experience designing and implementing telephony systems and customer engagement platforms
 
 
 </li>
 </ul>
 
 Technical Skills
 
 
 
 <ul>
 <li>
 Strong knowledge of call center technologies, including ACD, IVR, and predictive dialers
 </li>
 <li>
 Experience with cloud-based solutions and platforms such as AWS, Azure, or Google Cloud
 </li>
 <li>
 Proficiency in CRM systems such as Salesforce, Zendesk, or similar
 </li>
 <li>
 Strong understanding of integration technologies, including APIs, middleware, and data exchange standards
 </li>
 <li>
 Experience with analytics and reporting tools to drive operational insights
 
 
 </li>
 </ul>
 
 Soft Skills
 
 
 
 <ul>
 <li>
 Excellent problem-solving and analytical skills
 </li>
 <li>
 Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
 </li>
 <li>
 Leadership and mentoring abilities to guide technical teams
 </li>
 <li>
 Ability to manage multiple projects and priorities in a fast-paced environment
 
 
 </li>
 </ul>
 
 Certifications (Preferred)
 
 
 
 <ul>
 <li>
 Relevant certifications in call center technologies, ITIL, or cloud architecture
 </li>
 <li>
 CCNA, CCNP, or similar networking certifications are a plus
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Remote Model
 </li>
 <li>
 Time Flexibility
 </li>
 <li>
 Relocation after 6months based on performance
 </li>
 </ul>
</div>

Call Center Technology Architect

<div>BlackStone eIT is seeking a talented and experienced Call Center Technology Architect to join our team. In this role, you will be responsible for designing and implementing cutting-edge technology solutions that enhance our call center operations, improve customer interactions, and promote efficiency across the board. The ideal candidate will have a strong background in telecommunications, cloud solutions, and a deep understanding of customer service technologies.
Key Responsibilities<ul><li>
Architect and design technology solutions for call center operations, including telephony, CRM integration, and analytics tools.</li><li>
Collaborate with stakeholders to gather requirements and transform them into scalable technology solutions.</li><li>
Evaluate and recommend software, hardware, and infrastructure to support call center operations.</li><li>
Lead the implementation of call center solutions, ensuring integration with existing systems and processes.</li><li>
Monitor system performance and make recommendations for enhancements or changes to improve overall functionality and user experience.</li><li>
Provide technical leadership and mentorship to team members, fostering a culture of innovation and continuous improvement.</li><li>
Stay current with industry trends, emerging technologies, and best practices to ensure optimal system performance and customer satisfaction.</li></ul> 

Requirements 
Education
<ul><li>Bachelor&rsquo;s or Master&rsquo;s degree in Computer Science, Information Technology, or a related field.</li></ul>
Experience<ul><li>
8+ years of experience in technology architecture, specifically within call center operations.</li><li>
Proven experience designing and implementing telephony systems and customer engagement platforms.</li></ul>
Technical Skills<ul><li>
Strong knowledge of call center technologies, including ACD, IVR, and predictive dialers.</li><li>
Experience with cloud-based solutions and platforms such as AWS, Azure, or Google Cloud.</li><li>
Proficiency in CRM systems such as Salesforce, Zendesk, or similar.</li><li>
Strong understanding of integration technologies, including APIs, middleware, and data exchange standards.</li><li>
Experience with analytics and reporting tools to drive operational insights.</li></ul>
Soft Skills<ul><li>
Excellent problem-solving and analytical skills.</li><li>
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.</li><li>
Leadership and mentoring abilities to guide technical teams.</li><li>
Ability to manage multiple projects and priorities in a fast-paced environment.</li></ul>
Certifications (Preferred)<ul><li>
Relevant certifications in call center technologies, ITIL, or cloud architecture.</li><li>
CCNA, CCNP, or similar networking certifications are a plus.</li></ul> 

Benefits 
<ul>
<li>Remote Model</li>
<li>Time Flexibility
</li><li>Relocation after 6months based on performance</li></ul></div>

Alston & Bird

<div>THE FIRM
As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the &quot;100 Best Companies to Work For&quot; for 26 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston &amp; Bird LLP, our foundation is made of trust, reliability, and compassion.
JOB DESCRIPTION
<div>SUMMARY
Alston &amp; Bird is seeking a qualified and dynamic individual for the position of Help Center Analyst who provides excellent customer service, is passionate about helping others and enjoys troubleshooting firm technology! Under direction of supervisor, this individual will act as a single point of contact for all Alston &amp; Bird employees to report Information Technology (I.T.) related questions and problems while providing first level support for customers in a timely, accurate, and courteous manner.
RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO
<ul><li>Provide courteous and effective technical support for customers who have questions or problems relating to the Alston &amp; Bird computer and telephone systems.
</li><li>Develop and maintain an expert knowledge of all aspects of the Alston &amp; Bird I.S. environment.
</li><li>Ensure that all instances received are resolved to the customer&rsquo;s satisfaction and provide management escalation and customer notification of I.S. problems as needed.
</li><li>Accurately and extensively document all instances in the Ticketing System including developing and maintaining content submissions to the document Knowledge Base.
</li><li>Adhere to assigned schedule including start/end time, breaks and lunch hour and maintain flexibility in adjusting work schedules as needed to meet business needs and maintain customer service levels.
</li><li>Act as the Help Center liaison on the product(s) supported and represent the Help Center and customer in meetings and projects.
</li><li>Provide technical support and resolution on-call after hours (on-call includes nights, weekends, and holidays).
</li><li>Provide technical support remotely during firm closure, inclement weather or other emergencies.
</li></ul></div>SKILLS NEEDED TO BE SUCESSFUL
<ul><li>Exceptional customer service and interpersonal skills.
</li><li>Excellent verbal and written communication.
</li><li>Ability to follow and adhere to all departmental procedures.
</li><li>Extensive technical knowledge, troubleshooting and support of Microsoft Windows, Microsoft Office, remote access and all firm technology.
</li><li>Must complete skills assessment to be considered.
</li></ul>EDUCATION &amp; EXPERIENCE
<ul><li>Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
</li><li>Associates or Bachelor&rsquo;s degree is not required but preferred.
</li><li>Previous experience of 2-5 years in a related environment.
</li><li>Previous Help Desk experience of 2-5 years preferred.
</li></ul>EQUAL OPPORTUNITY EMPLOYER
Alston &amp; Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.
Professional business references and a background screening will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability you may contact donavan.mclean@alston.com .
Alston &amp; Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston &amp; Bird hires the candidate.</div>

Help Center Analyst

Prime BPO5

Job DescriptionWe are looking for a motivated Call Center Agent to handle inbound and outbound calls for our USA-based clients. The ideal candidate should have good English communication skills and a customer-friendly attitude.Responsibilities<ul><li>Handle inbound and outbound calls with US customers</li><li>Provide information about products/services</li><li>Resolve customer queries and complaints politely</li><li>Maintain call records and customer details</li><li>Meet daily/weekly call targets</li><li>Follow company call scripts and policies</li></ul>Requirements<ul><li>Basic English speaking and understanding</li><li>Fresh candidates and experienced both welcome</li><li>Willing to work night shifts (USA time)</li><li>Basic computer knowledge</li><li>Good listening and communication skills</li><li>Ability to work in a team</li></ul>Benefits<ul><li>Fixed salary + performance-based bonuses</li><li>Paid training</li><li>Friendly working environment</li><li>Career growth opportunities</li></ul>Optional Skills (Nice to Have)<ul><li>Good English Speaking</li></ul>Job Type: Full-timePay: Rs60,000.00 - Rs75,000.00 per monthWork Location: In person

Fresh Graduates-Call Center

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10000 call center analyst jobs Near Me

Call Quality Analyst

Member Support Analyst

Quality Assurance Analyst (Call Center/BPO)

Call Center Technology Architect

Call Center Technology Architect

Help Center Analyst

Fresh Graduates-Call Center