Call Quality Analyst

Preferred Candidates:

1) QA's who have monitored calls for Sales process

2) Immediate Joiner

3) Good communication skills

4) Ready to Work from Office

Key Responsibilities Call Monitoring and Evaluation:

• Monitor and evaluate recorded and live sales calls to ensure compliance with company standards and policies.
• Assess customer interactions for adherence to scripts, guidelines, and regulatory requirements.

Quality Feedback:

• Provide timely and constructive feedback to agents to improve their performance.
• Highlight strengths and areas for development to team leaders and management.

Reporting and Analysis:

• Prepare detailed quality assurance reports and maintain accurate evaluation records.
• Identify recurring issues or trends and suggest actionable solutions.

Collaboration and Training:

• Work closely with team leaders and trainers to address quality gaps and provide targeted coaching.
• Assist in the development and revision of quality standards, policies, and procedures.

Continuous Improvement:

• Participate in calibration sessions to ensure consistency in scoring and feedback delivery.
• Recommend process improvements to enhance overall customer satisfaction and agent performance.

Qualifications and Skills:

• Education: High school diploma or equivalent; a bachelors degree is preferred.
• Experience: Minimum 1-2 years of experience in quality assurance or a similar role in a call center environment.
• Skills:
• Strong analytical and observational skills.
• Excellent verbal and written communication skills.
• Proficient in using call monitoring tools, CRM software, and Microsoft Office Suite.
• Ability to provide constructive feedback and handle sensitive situations diplomatically.
• Attributes:
• Detail-oriented and committed to maintaining high-quality standards.
• Good organizational and time-management skills.
• Collaborative and proactive approach to problem-solving.