Call Quality Analyst

What You'll Do:

Monitor and evaluate customer interactions to ensure quality standards

Identify areas for improvement and provide feedback to enhance customer experience

Work closely with the training and operations team to maintain excellence

Generate quality reports and insights to optimize performance

Ensure compliance with company guidelines and policies

What We're Looking For:

• Experience in call quality analysis, customer service, or a related field
• Strong analytical and listening skills
• Excellent communication and reporting abilities
• Attention to detail and a problem-solving mindset
• Ability to work in a fast-paced environment
• Looking for immediate joiners or candidates with a notice period of up to 15 days

Required Skills:

• Types of Feedback – Ability to provide constructive and actionable feedback
• Excel – Strong proficiency in data analysis and reporting
• 7 MCQ Tools – Experience in quality evaluation methodologies
• Sandwich Method – Skilled in delivering feedback using the balanced approach
• Good Communication – Excellent verbal and written skills for effective coordination