Call Quality Analyst (B.Tech/B.E. Required) - Vishakhapatnam

We are seeking a diligent and analytical Call Quality Analyst with 1-3 years of experience to join our team in Vishakhapatnam. The ideal candidate will have a B.Tech/B.E. degree and a keen eye for detail to ensure the highest standards of customer interaction and service delivery. This role is crucial in evaluating agent performance, identifying areas for improvement, and contributing to an enhanced customer experience within our packaging and containers division.

Key Responsibilities:
- Monitor and evaluate inbound and outbound customer calls based on predefined quality standards and scoring rubrics.
- Provide constructive feedback and coaching to call center agents to improve performance, customer satisfaction, and adherence to procedures.
- Identify trends in call quality, customer issues, and agent performance, reporting findings to management.
- Collaborate with training teams to develop and implement improvement plans.
- Ensure compliance with company policies, industry regulations, and data privacy requirements.
- Analyze call data and metrics to identify opportunities for process optimization and service enhancements.
- Document all quality monitoring activities and outcomes accurately.