Call Quality Analyst

Role & responsibilities-

The Call Centre Quality Executive at 108 Ambulance Services is responsible for monitoring and evaluating call center interactions to ensure high service quality, adherence to protocols, and compliance with organizational and regulatory standards. The role involves assessing call performance, providing feedback to agents, identifying areas for improvement, and assisting in training initiatives to enhance the overall efficiency of emergency response services.

Key Responsibilities:

1. Quality Monitoring & Evaluation

• Monitor inbound and outbound emergency calls to assess service quality, accuracy, and adherence to protocols.
• Evaluate call recordings based on predefined quality parameters and prepare detailed reports.
• Identify gaps in service delivery and recommend corrective actions.

2. Training & Performance Improvement

• Provide constructive feedback and coaching to call center agents to improve communication and response efficiency.
• Conduct training sessions on best practices, call handling techniques, and compliance requirements.
• Develop training materials and quality assurance guidelines as needed.

3. Compliance & Reporting

• Ensure call center agents comply with service standards, operational protocols, and legal regulations.
• Maintain and update call evaluation records and generate performance reports for management.
• Assist in implementing corrective actions based on audit findings and customer feedback.

4. Process Enhancement & Customer Experience

• Identify trends and recurring issues in call handling and suggest process improvements.
• Work closely with the operations team to enhance response time and service effectiveness.
• Address customer complaints related to call handling and take necessary actions for resolution.