Call Quality Analyst

Role & responsibilities

Responsible For Improving The Quality Through Various Process Corrections And Meeting The Goals As Required By The Team Through Call Monitoring And Providing Actionable Insight

Measure The Compliance Against Established Or Designed Expectations Of Telecaller Behaviour

Implement And Monitor Call Recordings And Performance To Access Functionality, Reliability And Quality Of The Sales Process

Should Be Able To Lead And Manage New Implementation In Quality Process To Improve Metrics Consistently

Conduct Calibration Sessions With The Tele callers And Team Leaders To Ensure Scoring Is Appropriate

Audit The Required Number Of Calls For The Day And Ensure That The Tele callers Are Categorized Under X Y And Z Respectively

Induction To Be Conducted On Quality Parameters For New Joiners In New Induction Batch

Refreshers To Be Conducted Basis The Quality Audit Report And Metrics To Be Improved

Creative And Thoughtful Activities To Be Conducted To Improve The Quality Score Of The Floor

Preferred candidate profile

Strong Data Analytical Thinking And Problem Solving Skills

Strong Stakeholder Management To Work Across Verticals If Needed

Minimum Of 3 Year Experience In Call Centre QA Process

Telecalling Experience Of 1 Or 2 Years Would Be Required

Proficiency In Ms Excel, Word

Prepare Basic Quality Reports Preparation (Daily Quality Dashboard, Call Calibration, Agent Evaluation Report)