Call Quality Analyst (2-3 Yrs) | Ludhiana

We are seeking a meticulous and analytical Call Quality Analyst with 2-3 years of experience, holding a B.Pharma degree, to join our team in Ludhiana. The ideal candidate will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards, regulatory compliance, and service excellence. Your B.Pharma background will be valuable in understanding and assessing interactions related to financial products and services, especially those with a health or insurance component.

Key Responsibilities:

Monitor and evaluate a sample of inbound and outbound customer calls to assess agent performance, adherence to scripts, and compliance with internal policies and external regulations.

Provide constructive feedback and coaching to agents to improve their performance, customer handling skills, and product knowledge.

Analyze call data and trends to identify areas for improvement in agent training, process efficiency, and customer experience.

Ensure all customer interactions are handled professionally, accurately, and in compliance with banking and regulatory guidelines.

Collaborate with team leads and trainers to develop and implement quality improvement initiatives.

Maintain detailed records of evaluations and performance metrics.

Utilize knowledge from B.Pharma background to understand nuances in customer queries, especially those related to health insurance or financial products with a health component.