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Call Quality Analyst

2.00 to 5.00 Years   Mumbai City   19 Jan, 2024
ANOOP CONSULTANCY
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 1.0 - 3.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)Customer Care Executive
EmploymentTypeFull-time

Job Description

    Call Quality Analyst
    • Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction.
    • Performs call monitoring and provides trend data, quality reports, and feedback to Director, concern department head.
    • Monitor calls to ensure sales.
    • Quality check about product knowledge, policies, and procedures, terms & condition.
    • Meet with reporting head, Counsellor, Faculty and Trainers on actions plans.
    • Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines, Create quality score cards to track performance levels
    • Identify and support other opportunities for quality improvement across the team
    • Documenting quality issues of the call counsellor wise , performance measures and quality improvements for management review.
    • Assists with development of the revenue center training .
    • Models and shares best practices with team members with ability to receive feedback and act when appropriate.
    Qualification & Skills/Experience-: Education- HSC/Graduate
    • Strongly prefer 2 years of experience within the Customer Care Center/ Quality Assurance
    • Fluent in English & Marathi.
    • Ability to analyze Quality issues and performance measures, Keen attention to detail
    • Requires solid analytical, organizational, trouble shooting and problem solution skills.
    • Ability to elicit, gather and analysis data.
    • Previous experience in a Customer Service organization and call center required.
    • Excellent listening, verbal, written, and interpersonal communication skills
    • Good judgment and decision-making capabilities, deadline-oriented.

Keyskills :
call monitoringcall qualityqualitycall

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