Call Quality Analyst

Role Summary:
Trivitron Healthcare is seeking a meticulous and analytical Call Quality Analyst to join our Customer Support team. The ideal candidate will be responsible for monitoring and evaluating customer interactions (calls, emails, chats) to ensure adherence to quality standards, identify areas for improvement, and contribute to an exceptional customer experience. This role plays a crucial part in maintaining and enhancing the service quality delivered by our support agents.

Key Responsibilities:

• Monitor and evaluate a sample of inbound and outbound customer calls, emails, and chat interactions.
• Assess agent performance against established quality assurance scorecards and guidelines.
• Provide constructive feedback and coaching to customer service representatives to improve performance and customer satisfaction.
• Identify trends, common issues, and areas of non-compliance in customer interactions.
• Document evaluation findings and report on key quality metrics to management.
• Collaborate with training and operations teams to develop and implement improvement strategies.
• Stay updated on company policies, product knowledge, and customer service best practices.
• Participate in calibration sessions to ensure consistency in evaluation scoring.