Job Description
Key Responsibilities:
Monitor and Evaluate Calls: Listen to and assess inbound and outbound calls to evaluate the quality, compliance, and accuracy of customer interactions.
Performance Reporting: Provide detailed feedback and analysis on call quality and agent performance to supervisors and managers.
Coaching and Development: Offer constructive feedback and coaching to agents based on call evaluations, focusing on improving communication skills, product knowledge, and customer handling.
Quality Standards Adherence: Ensure that all customer interactions adhere to company policies, quality standards, and regulatory guidelines.
Create Reports: Generate regular reports on call quality metrics, agent performance, and compliance, highlighting trends and areas for improvement.
Identify Trends and Issues: Spot recurring issues in customer calls and escalate them for process improvement or training needs.
Work with Cross-Functional Teams: Collaborate with team leads, training, and operations teams to address quality concerns and implement improvements.
Provide Input on Training: Assist in developing and refining training materials to ensure agents are equipped to deliver high-quality customer experiences.
Monitor Customer Satisfaction: Evaluate calls for customer satisfaction, providing feedback on how agents can improve customer interaction outcomes.
Maintain Confidentiality: Ensure all customer information and call evaluations are handled with confidentiality and in compliance with data privacy regulations.
Job Types: Full-time, Fresher
Pay: ₹25,405.66 - ₹35,561.75 per month
Benefits:
Commuter assistance
Flexible schedule
Paid sick time
Paid time off
Provident Fund
Schedule:
Day shift
Supplemental Pay:
Performance bonus
Education:
Bachelor's (Preferred)
Experience:
total work: 1 year (Preferred)
International voice process: 1 year (Required)
Language:
Fluent English (Required)
Work Location: In person
Speak with the employer
++1 73576+3424
Monitor and Evaluate Calls: Listen to and assess inbound and outbound calls to evaluate the quality, compliance, and accuracy of customer interactions.
Performance Reporting: Provide detailed feedback and analysis on call quality and agent performance to supervisors and managers.
Coaching and Development: Offer constructive feedback and coaching to agents based on call evaluations, focusing on improving communication skills, product knowledge, and customer handling.
Quality Standards Adherence: Ensure that all customer interactions adhere to company policies, quality standards, and regulatory guidelines.
Create Reports: Generate regular reports on call quality metrics, agent performance, and compliance, highlighting trends and areas for improvement.
Identify Trends and Issues: Spot recurring issues in customer calls and escalate them for process improvement or training needs.
Work with Cross-Functional Teams: Collaborate with team leads, training, and operations teams to address quality concerns and implement improvements.
Provide Input on Training: Assist in developing and refining training materials to ensure agents are equipped to deliver high-quality customer experiences.
Monitor Customer Satisfaction: Evaluate calls for customer satisfaction, providing feedback on how agents can improve customer interaction outcomes.
Maintain Confidentiality: Ensure all customer information and call evaluations are handled with confidentiality and in compliance with data privacy regulations.
Job Types: Full-time, Fresher
Pay: ₹25,405.66 - ₹35,561.75 per month
Benefits:
Commuter assistance
Flexible schedule
Paid sick time
Paid time off
Provident Fund
Schedule:
Day shift
Supplemental Pay:
Performance bonus
Education:
Bachelor's (Preferred)
Experience:
total work: 1 year (Preferred)
International voice process: 1 year (Required)
Language:
Fluent English (Required)
Work Location: In person
Speak with the employer
++1 73576+3424
💡 Quick Summary
Seeking a career-building opportunity? The Call Quality Analyst position is now open for candidates interested in the Work from home Jobs sector. This role in Jaipur offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
