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Engaged Employer

Paradigm IT

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3.6

based on 64 Reviews

23 Paradigm IT Jobs

Call Quality Analyst

Paradigmit Technology Services

3.6

based on 64 Reviews

2-5 years

₹ 3.5 - 5L/yr

Hyderabad / Secunderabad

5 vacancies

Call Quality Analyst

Paradigm IT

posted 42min ago

Job Role Insights

Flexible timing

Key skills for the job

Feedback Call Audit CSAT Quality Audit Call Monitoring Call Quality

+ 1 more

Job Description

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:

• Bachelor’s 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.

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:

Bachelor’s 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.

Employment Type: Full Time, Permanent

Read full job description

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People are getting interviews at Paradigm IT through

(based on 2 Paradigm IT interviews)

Company Website

50%

50% candidates got the interview through other sources.

Low Confidence

What people at Paradigm IT are saying

What Paradigm IT employees are saying about work life

based on 64 employees

56%

78%

58%

86%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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