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Below is the requirement.
Role: Quality Analyst
Location: Kharadi, Pune
Duration: Full Time
Budget: Competitive salary
Experience : Minimum 2 - 2.5 years
Requirement:
Job Description:
We are seeking a dedicated and detail-oriented Call Quality Analyst to join our team at our Pune, Kharadi office. The ideal candidate will have 2-2.5 years of experience in call quality assurance, with a keen eye for detail and a passion for maintaining high standards in customer service.
Key Responsibilities:
Call Quality Monitoring : Listen to and review recorded calls to ensure adherence to company policies, procedures, and quality standards.
Performance Evaluation : Assess and score calls based on predetermined criteria, including compliance, communication skills, problem-solving abilities, and customer satisfaction.
Feedback and Coaching: Provide constructive feedback to agents based on call evaluations, and work with team leaders to develop coaching plans to improve performance.
Reporting: Prepare detailed reports on call quality findings, identifying trends, and providing actionable insights to management.
Compliance Assurance: Ensure all calls meet regulatory and company compliance requirements.
Continuous Improvement: Participate in calibration sessions with other quality analysts and team leaders to maintain consistency and accuracy in call evaluations.
Training Support: Assist in developing training materials and conducting training sessions to improve call quality and customer service skills among agents.
Qualifications:
Experience : 1-1.5 years of experience in a call quality assurance or similar role or as a team leaders(BPO Sector Only)
Education : Bachelor’s degree in a relevant field is preferred.
Skills:
- Excellent listening and analytical skills.
- Strong verbal and written communication skills.
- Attention to detail and a commitment to maintaining high quality standards.
- Ability to provide constructive feedback in a positive and professional manner.
- Proficiency in using call monitoring software and other relevant tools.
- Good organizational and time management skills.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with a dynamic and supportive team.
- Professional development and growth opportunities.
- A modern and comfortable office environment in Kharadi, Pune.
Work from Office only -
Mon to Fri. Timings: 9:00 AM to 6:00 PM
Saturday’s normally DI conducts Webinar so rep should be ready to support on that as well.
Pay: Up to ₹700,000.00 per year
Work Location: In person
