Call Quality Analyst (3-5 Yrs) - Jaipur

We are seeking a diligent and detail-oriented Call Quality Analyst with 3-5 years of experience to join our team in Jaipur. In this role, you will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards, identify areas for improvement, and contribute to enhancing the overall customer experience. This position is ideal for individuals who possess strong analytical skills and a keen ear for detail, even without a formal graduation degree.

Key Responsibilities:

Monitor and evaluate a range of customer interactions (calls, emails, chats) to assess adherence to quality standards, scripts, and company policies.

Provide constructive feedback and coaching to customer service representatives to improve their performance, communication skills, and product knowledge.

Identify trends and patterns in customer interactions and call data to pinpoint areas of concern or opportunities for process improvement.

Develop and maintain quality scorecards and reports for management review.

Collaborate with training and operations teams to implement quality improvement initiatives.

Ensure compliance with all relevant regulations and company guidelines.

Maintain accurate records of quality evaluations and feedback.