Call Quality Analyst - LLB Professionals (0-2 Yrs)

Role Summary:
We are seeking a diligent and detail-oriented Call Quality Analyst with an LLB degree to join our growing team in Vadodara. This role is ideal for recent law graduates looking to apply their analytical and critical thinking skills in a dynamic corporate environment. You will be responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and adherence to company standards. This is a fantastic opportunity to gain hands-on experience in quality assurance within the fast-paced logistics sector.

Key Responsibilities:
- Listen to and review customer service calls (phone, chat, email) to assess quality and adherence to scripts and policies.
- Evaluate agent performance based on established quality criteria, including communication clarity, problem-solving effectiveness, and customer empathy.
- Identify trends in customer interactions and agent performance to provide actionable feedback for improvement.
- Document evaluation findings accurately and submit detailed reports to management.
- Collaborate with training and operations teams to develop and implement quality improvement initiatives.
- Ensure compliance with all relevant legal and regulatory requirements in customer interactions.
- Assist in developing and updating quality assurance scorecards and guidelines.
- Participate in calibration sessions to ensure consistency in evaluation standards.