Position: Call Quality Analyst
Key Responsibilities:
1. Conduct call audits: Listen to recorded or live customer service calls to evaluate the quality of interactions, ensuring adherence to company standards.
2. Quality assessment and control: Evaluate call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.
3. Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.
4. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.
5. Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.
6. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.
7. Customer feedback: Incorporate customer feedback into quality assessment processes
Qualifications:
• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in quality analysis and call auditing, preferably in a customer service environment.
• Excellent communication skills, both written and verbal.
• Knowledge of relevant industry regulations and compliance standards.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).
call QA for Pune
language- gujarati, tamil, telugu,malayalam, Punjabi, kannada (any)
Experience- 6months- 2yrs (BPO Voice also considerable)
Salary- 25k ctc location: Vimaan Nagar
call QA for Banglore/Jaipur
language- Hindi andEnglish (both)
Experience- 6months- 2yrs (BPO Voice also considerable)
Salary- 22k ctc LOCATION: HSR layout
Shubham Vishwakarma
Full Stack Developer - Averlon
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