Python + Flask Developer

Position: Call Quality Analyst

Monitoring Calls:

Listen to recorded or live calls between customer service representatives and customers.

Evaluate the call based on predefined quality metrics and guidelines.

Quality Assessment:

• Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
• Feedback and Coaching:
• Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
• Offer coaching and training to help agents enhance their skills and meet quality standards.
• Reporting and Documentation:
• Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
• Generate regular reports on individual and team performance for management review.
• Root Cause Analysis:
• Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve 
• Compliance and Policy Adherence:
• Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
• Process Improvement:
• Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
• Training and Development Support:
• Assist in the development and delivery of training materials and programs for call center agents.
• Conduct refresher training sessions on specific skills or areas identified for improvement.
• Quality Assurance Metrics:
• Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
• Monitor and analyze performance metrics to ensure they align with organizational goals.
• Stakeholder Communication:
• Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.

Qualifications:

• Minimum 2 years of experience as a Call Quality Analyst.
• Previous experience in a call center or customer service role is often preferred.
• Strong analytical skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Proficiency in using call monitoring software and tools.
•  Knowledge of industry-specific regulations and compliance standards (if applicable).

7+ years of experience with Design, development & architecture.

• Experience in software development with minimum 3 plus years of architecture experience.
• Experience in Core JAVA 8
• Experience in Java J2EE, Microservices
• Experience in Java - Spring, Java - SpringBoot, GCP , Hibernate,JDBC
• Experience in Multi-threading, Performance and Scaling is a plus
• Have used the RDBMS and NoSQL databases like MySQL/Oracle, MongoDB, Cassandra, Neo4J Risk for production ready software’s
• Cloud Native application design experience is a plus
• CICD – Release Pipeline experience
• Experience in application of principles of Architecture Design
• Experience building large scale, high performance distributed systems
• Strong understanding of modern development techniques and processes such as Dev Ops /Cloud
• Promoter of Agile/Scrum, TDD and CI/CD best practices
• Analyzes, designs, programs, debugs and modifies software enhancements and/or new products used in local, networked or Internet-related computer programs. (Code must be used in core version of applications available for sale commercially.)
• Interacts with Delivery managers and/or users to define system requirements and/or necessary modifications.
• Participates in software design meetings and analyzes user needs to determine technical requirements.
• Write technical specifications based on conceptual design and stated business requirements.
• Writes code, completes programming and performs testing and debugging of applications using current programming languages and technologies.
• Completes documentation and procedures for installation and maintenance.
• Trains and communicates with internal Client Training, Client Relationship and Sales teams on systems application.
• May be responsible for developing or executing project plans, budgets and schedules and for documenting work and results.
• May deliver informational and decision-seeking presentations to technical and business groups to internal and/or external audiences.

• Experience in developing enterprise grade Android Mobile Apps, NDK, and SDKs.
• Experience in Rest i.e SQLite, Faragments, Activities, Intents, Google API’s (FCM, MAP, Analytics, AdMob etc.).
• Experience in apps development with Payment gateway Integration and POS terminal like VeriFone/Ingenico/Pax.
• Experience on client-server application involving web service calling.
• Knowledge of Android Life Cycle and Threading Concepts.
• Knowledge of the general mobile landscape, architectures, trends, and emerging technologies.
• Strong understanding of material design, memory management, files I/O, network protocols, concurrency, multi-threading etc.
• Strong understanding of OOPs fundamentals, Java, Kotlin, JSON, Android 5 and above.
• Knowledge in architecting large solutions using patterns, like MVVM, VIPER.
• Knowledge of different screen sizes,andandroid version classes compatibility.
• Knowledge of Third party libraries like Volly, Retrofit, ButterKnife, Picasso.
• Knowledge of XML, JSON parsing, GPS and Google Maps integration.
• Knowledge of Firebase Services Other Third-party Services.
• Understanding of code versioning tool, like Git.
• Familiarity with deploying Android apps to the Google Play Store and should have published at least five Android app.
• Knowledge of OPENGL.