Job Title:
Call Evaluation Specialist
Job Summary:
We are looking for a detail-oriented and analytical Call Evaluation Specialist to monitor, evaluate, and improve the quality of customer interactions. The candidate will be responsible for reviewing calls, identifying performance gaps, ensuring compliance with company standards, and providing constructive feedback to agents to enhance customer experience and overall process quality.
Key Responsibilities:
Monitor and evaluate inbound and outbound customer calls.
Assess agent performance based on quality parameters and compliance guidelines.
Provide feedback and coaching recommendations to improve communication and service quality.
Prepare quality reports and performance summaries.
Identify trends, process gaps, and training needs.
Ensure adherence to company policies, scripts, and customer handling standards.
Coordinate with team leaders and trainers for performance improvement initiatives.
Maintain accurate records of call evaluations and audit findings.
Requirements:
Previous experience in Quality Analysis, Call Monitoring, or Customer Service preferred.
Good communication and listening skills.
Strong attention to detail and analytical abilities.
Knowledge of call center quality standards and KPIs.
Proficiency in MS Excel and reporting tools.
Ability to provide constructive feedback professionally.
Preferred Skills:
Experience in international voice process.
Familiarity with CRM and call monitoring tools.
Ability to work in a fast-paced environment.
Shift & Working Days:
[Monday to Friday-6:00 am to 3:00 Pm]
[Saturdays are half days]
[Sundays are fixed Off]
Location:
[8th floor, Salt Lake Electronics Complex, Megatherm Building, Salt lake, GP Block, Sector V, Bidhannagar, Kolkata, West Bengal 700091]
Salary:
[ 16000/- to 23000/- P.M]
Benefits:
Provident Fund
Paid Sick Time
Paid Leave
Apply sharing Cv to hr.recruiter6@telemindsinfotech .com
or share cv @9123761574 to HR Priyadarshini
Pay: ₹16,000.00 - ₹23,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
