Call Quality Analyst

Role & responsibilities

• Audit telemarketing calls to identify deviations from standard practices.
• Provide coaching and feedback to agents based on call audits.
• Conduct quality sessions and refresher training for agents.
• Organize mock certification for MKTG & CIC teams.
• Implement activities like dipstick checks to assess staff knowledge and motivation.
• Maintain and prepare reports based on monthly audit observations.
• Make outgoing calls to clients for C-Sat (Customer Satisfaction) surveys.
• Ask pre-determined audit questions during evaluations.
• Submit daily audit reports and publish a daily defaulter list.
• Coordinate with Field Managers to share audit feedback.
• Publish a monthly C-Sat Dashboard.
• Conduct ad hoc audits for the branch as required.

Preferred candidate profile

• Must be a graduate.
• Minimum 1 year of experience in the Quality domain.
• Experience in Sales Process (Voice) is required.
• Strong communication skills (written and verbal).
• Willingness to work from the office.
• Proficiency in MS Office and MS Excel.
• Six Sigma certification is an added advantage.
• Ability to meet deadlines and work under pressure.

Perks and benefits

• General office environment: Works generally at a desk in a well-lighted, air-conditioned.
• Cubicle/office, with moderate noise levels.
• 5 Days Working with Sunday Fixed off and the other off would be rotational .
• Office timing will be Day Shift