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Quality Analyst (Call Center Sales & Customer Support)
1-3 years
Hyderabad / Secunderabad
1 vacancy
Quality Analyst (Call Center Sales & Customer Support)
Kshema General Insurance
posted 14d ago
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Fixed timing
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Job Description
- The Quality Analyst is responsible for monitoring, evaluating, and enhancing the performance of inbound and outbound call center agents in both sales and customer support roles. The primary focus is on ensuring agents deliver high-quality customer interactions, maintain compliance with company policies, and meet or exceed performance standards. This role contributes to continuous improvement by identifying training needs, offering actionable feedback, and recommending process enhancements to improve overall service levels and customer satisfaction.
Requirements - Education : Bachelors degree in Business, Communications, or related field (or equivalent work experience).
- Preferred Language : Marathi, Tamil, Telugu, Kannada, Hindi, English
- Experience :
- 2+ years of experience as a Quality Analyst in a call center environment, preferably with exposure to both sales and customer support functions.
- Strong understanding of sales processes, customer service best practices, and performance metrics.
- Skills :
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills, with the ability to deliver feedback effectively.
- Familiarity with CRM software, call recording tools, and quality management systems.
- Proficiency in Microsoft Office (Excel, PowerPoint) for reporting and analysis.
Key Performance Indicators (KPIs) :
- Call quality score (based on evaluations)
- Sales conversion rate
- Customer satisfaction (CSAT) and Net Promoter Score (NPS)
- First-call resolution (FCR)
- Compliance and adherence to processes
Employment Type: Full Time, Permanent
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