Key Responsibilities
· Listen to and evaluate inbound and outbound calls as per defined quality parameters.
· Conduct regular call audits and maintain audit records.
· Provide detailed feedback and coaching inputs to agents and team leaders.
· Identify process gaps, compliance issues, and customer experience concerns.
· Prepare daily, weekly, and monthly quality reports and dashboards.
· Track quality scores and recommend corrective actions for improvement.
· Ensure adherence to scripts, SOPs, and organizational guidelines.
· Collaborate with Operations and Training teams to improve performance.
· Analyze recurring customer concerns and suggest process enhancements.
· Support calibration sessions and quality review meetings.
Required Qualifications
· Graduate in any discipline.
· Prior experience in Call Quality, Customer Service, Telecalling, or Quality Assurance preferred.
· Strong communication and analytical skills.
· Good knowledge of MS Excel, Word, and reporting tools.
Skills & Competencies
· Attention to detail
· Call monitoring and evaluation
· Data analysis and reporting
· Problem-solving ability
· Coaching and feedback skills
· Time management and multitasking
Customer-centric approach
Pay: ₹23,000.00 - ₹28,000.00 per month
Work Location: In person
