Hiring for Call Quality Analyst (3-5 Yrs) at Vadodara

We are looking for a diligent and experienced Call Quality Analyst to join our team in Vadodara. You will be responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and customer satisfaction. This role is crucial in identifying areas for improvement and contributing to the overall performance of our customer service operations. The ideal candidate will have a keen ear for detail and a strong understanding of call center metrics.

Key Responsibilities:

Monitor and evaluate inbound and outbound customer calls to assess quality, adherence to scripts, and regulatory compliance.

Score calls based on predefined quality criteria and provide constructive feedback to agents.

Identify trends and patterns in customer interactions to pinpoint areas for agent coaching and process improvement.

Generate regular reports on call quality performance, including key metrics and actionable insights.

Collaborate with supervisors and trainers to develop and implement quality improvement initiatives.

Ensure all customer interactions align with company policies and industry standards.

Maintain accurate records of quality evaluations and feedback provided.