Job Summary:
We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions. The role involves ensuring service quality, identifying gaps, and improving overall customer experience through regular audits and feedback.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls as per quality standards
- Analyze call recordings to ensure compliance with company guidelines
- Provide constructive feedback and coaching to agents
- Prepare quality reports and performance scorecards
- Identify trends, gaps, and areas of improvement
- Ensure adherence to scripts, processes, and compliance policies
- Work closely with training and operations teams to improve performance
- Maintain accurate documentation of audits and evaluations
Requirements:
- Bachelor’s degree in any relevant field
- Strong listening and analytical skills
- Good communication and feedback delivery skills
- Attention to detail and quality standards
- Basic knowledge of call center operations
Job Type: Full-time
Pay: ₹25,000.00 - ₹36,000.00 per month
Work Location: In person
