Call Quality Analyst - Textile & Apparel Sector (2-4 Yrs)
Raymond LimitedJob Highlights
Required Skills
Job Description
We are seeking a diligent and detail-oriented Call Quality Analyst with 2-4 years of experience to join our growing team. The ideal candidate will hold a Bachelor of Arts (B.A.) degree and possess a keen eye for evaluating customer interactions to ensure high standards of service and compliance within the textile and apparel sector. This role is crucial in maintaining customer satisfaction and identifying areas for improvement in our customer support operations.
Key Responsibilities:
Monitor and evaluate a sample of inbound and outbound customer calls to assess adherence to quality standards, scripts, and company policies.
Provide constructive feedback and coaching to customer service representatives based on call evaluations.
Identify trends, common issues, and areas of opportunity for process improvement and agent training.
Develop and maintain call evaluation forms and scoring criteria.
Analyze call data and metrics to report on overall call quality and agent performance.
Collaborate with the training and operations teams to implement quality improvement initiatives.
Ensure compliance with all relevant regulations and company guidelines.
About Raymond Limited
Raymond Limited is a well-established Indian conglomerate with a significant presence in the textile and apparel industry. Founded in 1925, it has grown to become one of India's largest integrated manufacturers of worsted wool fabrics. The company has diversified interests across apparel, corporate wear, shirting, denim, and other textile products. Raymond is known for its premium quality products and strong brand equity in the Indian market, catering to a wide range of consumer segments.
You need to be logged in to report this post. Login