Punjabi Call Quality Analyst

Role & responsibilities :

Call Monitoring and Evaluation:

• Independently monitor and evaluate a high volume of recorded customer interactions (calls) to assess agent performance against established call quality criteria.
• Analyze calls for adherence to company scripts, product knowledge accuracy, communication skills, customer service best practices, and regulatory compliance.
• Utilize a call scoring system to objectively assess agent performance consistency.
• Provide constructive feedback to identify areas for improvement and opportunities for coaching.
• Reporting and Analysis:
• Compile and analyze call audit data to identify trends and patterns in agent performance and customer interactions.
• Generate reports summarizing key findings and recommendations for improvement.
• Participate in team meetings to discuss call quality trends and collaborate on improvement initiatives.

Process Improvement:

• Collaborate with the training team to identify areas for improvement in training programs based on call audit findings.
• Work with operations and management to identify and address any systemic issues identified through call reviews.
• Recommend changes to call center processes, procedures, and scripts to enhance quality and efficiency.
• Other Responsibilities:
• Stay up to date on industry best practices and regulatory requirements for call center quality assurance.
• Maintain a high level of accuracy and detail in all reporting and documentation.
• Maintain a professional and ethical demeanor.

Qualifications:

• Bachelors degree in a relevant field (e.g., Communication, Business Administration) or equivalent experience (preferred).
• Minimum 2 years of experience in a call center environment, with experience in call quality monitoring and evaluation a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to work independently and manage multiple tasks effectively.
• Proficient in Microsoft Office Suite and call center software (a plus).
• Strong attention to detail and accuracy.