Hiring Quality Analyst For Call Center_Janakpuri & Noida (Sec-126)

Key responsibilities:

• Implement and ensure Call Quality Audit.
• Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards.
• Provide detailed feedback to agents and team leaders regarding performance and service quality.
• Conduct regular calibration sessions with the agents.
• Collaborate with team leaders to improve overall service quality and customer satisfaction.
• Ability to provide constructive feedback in a positive manner.
• Monitor Call Quality & Analyze training gaps required for Customer Satisfaction.
• To ensure that our employees are interacting with customers in accordance with company &set guidelines and are serving in best interest of business.
• Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.
• Work on a continuous process of evaluating and identifying key behavior that drives sale and improve customer

Experiences.

Educational Qualification: Graduate and Above.

Industry: BPO

Previous Role: Quality Analyst

Employment Type: Permanent Job, Full Time.

Should have knowledge on quality tools.

Should be Proficient in English & Hindi.