Call Quality Analyst

Role Summary:
As a Call Quality Analyst at Infosys, you will play a crucial role in ensuring the delivery of exceptional customer service by monitoring and evaluating customer interactions. You will identify areas for improvement, provide feedback to agents, and contribute to the overall quality assurance strategy. This role requires a keen eye for detail, strong analytical skills, and a commitment to maintaining high service standards.

Key Responsibilities:
- Monitor and evaluate a sample of customer calls, emails, and chat interactions based on established quality criteria.
- Score interactions accurately and objectively using defined scoring rubrics.
- Identify trends, common issues, and areas of non-compliance or deviation from standard procedures.
- Provide constructive and actionable feedback to call center agents and supervisors on their performance.
- Conduct calibration sessions with supervisors and trainers to ensure consistent scoring and understanding of quality standards.
- Document and report on quality findings, including detailed analysis and recommendations for improvement.
- Participate in the development and refinement of quality assurance guidelines and evaluation forms.
- Collaborate with training and operations teams to address performance gaps and support agent development.
- Stay updated on company policies, product knowledge, and service standards to ensure accurate evaluations.