Call Quality Analyst - Printing & Publishing

We are seeking a highly analytical and detail-oriented Call Quality Analyst with a Doctorate/PhD to join our team in Hyderabad. This role is crucial for ensuring the highest standards of customer interaction and service quality within our printing and publishing operations. You will be responsible for monitoring, evaluating, and providing feedback on customer calls to identify areas for improvement and ensure adherence to quality guidelines and company policies. This position is ideal for an individual with 1-2 years of experience in quality analysis or a related field, possessing a strong academic background.

Key Responsibilities:

• Monitor and evaluate a sample of inbound and outbound customer calls to assess quality, accuracy, and professionalism.
• Develop and implement quality assurance scorecards and evaluation forms.
• Provide constructive feedback and coaching to customer service representatives to enhance performance.
• Analyze call data to identify trends, common issues, and areas for process improvement.
• Ensure compliance with company policies, industry regulations, and service level agreements.
• Collaborate with training and operations teams to develop and deliver quality improvement initiatives.
• Maintain accurate records of quality monitoring activities and performance metrics.
• Contribute to the continuous improvement of quality assurance processes and methodologies.