Urgent opening for Call Quality Analyst (1-3 Yrs)

We are seeking a highly analytical and detail-oriented Call Quality Analyst to join our team in Nagpur. This role is crucial for ensuring the highest standards of customer interaction and operational efficiency within our metals and mining operations. The ideal candidate will leverage their advanced research and analytical skills, typically honed during doctoral studies, to provide in-depth insights into call center performance.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls to assess quality, compliance, and customer satisfaction.

Develop and refine quality assurance scorecards and evaluation criteria based on industry best practices and company objectives.

Provide constructive feedback and coaching to call center agents to improve performance and address areas of concern.

Analyze call data and trends to identify recurring issues, training needs, and opportunities for process improvement.

Generate comprehensive reports on call quality, agent performance, and customer feedback for management.

Collaborate with training and operations teams to implement quality improvement initiatives.

Stay updated on industry regulations and best practices in call center quality assurance.