Call Analyst Executive at Swiss PAC PVT. LTD

Job Title : Call Analyst Executives (with Excellent Fluency in English)

Roles and Responsibilities:

• Monitor and analyze inbound and outbound calls to assess agent performance and customer experience.
• Identify trends, issues, and areas for improvement through call analysis.
• Evaluate call recordings for adherence to scripts, policies, and quality standards.
• Provide regular feedback to agents and management on call quality and customer satisfaction metrics.
• Prepare detailed reports with insights, observations, and recommendations for improving call center performance.
• Collaborate with the training team to identify training needs and help design coaching programs.
• Track key performance indicators (KPIs) like call quality scores, first-call resolution (FCR), average handling time (AHT), and customer satisfaction scores (CSAT).
• Maintain an organized database of recorded calls, analysis findings, and corrective actions.
• Stay updated on new policies, tools, and techniques to optimize call analysis efficiency.el as needed for client meetings, industry events, and business development opportunities.

Desired Candidate Profile:

• Bachelors degree or equivalent experience.
• Previous experience in a call analysis, quality assurance, or call center environment preferred.
• Excellent analytical and listening skills.
• Strong understanding of call center operations and KPIs.
• Proficient in using call analysis software and tools.
• Strong verbal and written communication skills.
• Ability to provide constructive feedback and work collaboratively with teams.

Perks and Benefits:

1. Commission will be provided extra on sales.

2. We will provide 1-2 months of technical training initially.

3. We have a staff bus facility from Vadodara city