Hiring for Call Quality Analyst (2-4 Yrs) at Nasik

Role Summary: We are seeking a diligent and detail-oriented Call Quality Analyst to join our team in Nasik. This role is crucial for ensuring the highest standards of customer service and operational efficiency within our contact center. You will be responsible for monitoring and evaluating customer interactions to identify areas for improvement and provide constructive feedback to agents.

Key Responsibilities:
- Monitor and evaluate a sample of inbound and outbound customer calls and other communication channels (e.g., email, chat) against established quality standards.
- Document and score call performance based on predefined criteria, including adherence to scripts, product knowledge, customer handling skills, and regulatory compliance.
- Identify trends and patterns in call quality, agent performance, and customer feedback.
- Provide regular, constructive feedback and coaching to call center agents and team leaders to improve performance and customer satisfaction.
- Collaborate with training and operations teams to develop and implement quality improvement initiatives.
- Maintain accurate records of quality monitoring activities and results.
- Participate in calibration sessions to ensure consistency in scoring and evaluation.
- Stay updated on company policies, product information, and industry regulations.