- Call Monitoring & Evaluation: Listen to recorded calls or review chats using defined scorecards that track greeting, tone, empathy, and problem resolution.
- Compliance & Accuracy: Ensure agents follow data protection regulations, script requirements, and internal standard operating procedures (SOPs).
- Feedback & Coaching: Conduct one-on-one sessions with agents to review strengths, correct performance errors, and discuss areas for improvement.
- Data Reporting: Track KPIs like Customer Satisfaction (CSAT), First-Call Resolution (FCR), and lead conversion rates to share performance trends with management.
- Process Improvement: Identify root causes for recurring issues—whether stemming from agent skills, unclear company policies, or system glitches—and recommend solutions.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Experience:
- Call Quality analyst: 1 year (Preferred)
Location:
- Faridabad, Haryana (Preferred)
Work Location: In person
