Call Quality Analyst
Gvk Emergency Management And Research Institute Gvk Emri- Posted 20 days ago
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Job Description
Call Quality Analyst
GVK Emergency Management and Research Institute (GVK EMRI) is seeking a dedicated Call Quality Analyst to ensure the highest standards of service for our Dial 112 operations. In this role, you'll be responsible for performing quality audits of calls, evaluating call taker performance, and providing essential feedback to enhance overall service quality.
Role & Responsibilities:
- Perform quality audits of calls received from citizens.
- Evaluate the performance of call takers during calls based on parameters like understanding of the issue, quality of response, and behavior.
- Monitor the overall performance of agents during calls.
- Provide feedback to agents and ensure call quality.
- Set up and enforce quality standards/parameters for agents.
- Provide fortnightly reports on various parameters to the concerned government department in the desired format.
- Provide monthly reports on various parameters to the Police research team/PMU in the desired format.
- Cooperate with PMC (Project Management Consultant) and concerned government departments, furnishing data/reports as required by PMC.
- Handle any other tasks assigned by concerned government departments & PMC concerning Dial 112.
Qualifications:
- Any Graduate with excellent communication skills.
Experience Criteria:
- Minimum 08 years of overall experience.
- Minimum 05 years of experience in Quality Audit in a BPO/Call Center.
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Key Skills
About Company
EMRI Green Health Services (formerly GVK EMRI) is a pioneer in Emergency Management Services in India. As a not – for – profit professional organization operating in the Public-Private Partnership (PPP) mode, EMRI Green Health Services is the largest professional Emergency Service Provider in India today.
April 2005 was the turning point for emergency medical services in India. The organization was incepted with the objective of delivering comprehensive, speedy, reliable and quality Emergency Care Services. This has been done by establishing an Emergency Response System that coordinates every emergency through a single toll free number 108/112 which when called in an emergency ensures prompt communication and activation of a response that includes, assessment of the emergency, dispatch of the ambulances, along with a well trained Emergency Medical Technician to render quality pre-hospital care and transport of the patient to the appropriate health care facility. Today, 108 is synonymous with the best-in-class emergency service and has been acknowledged as the most efficient, speedy, reliable, and caring service provider in its category.
With increased focus on research and analytics, EMRI Green Health Services now, also enters into the arena of protecting law and order in the society. EMRI Green Health Services has left no stone unturned to reach out the needy by extending its reach through various Help Line and Specific Segment oriented Focused Services as an offshoot of the vast expertise gained through the last 19 years of 108 EMS Operations across the length and breadth of it’s operational states in India.