Job Description
The Call Quality Analyst is responsible for evaluating the quality of customer interaction. This role involves monitoring and assessing inbound and outbound calls to ensure that customer service representatives are meeting the company's standards of performance and customer satisfaction. The analyst provides feedback, coaching, and actionable insights to improve the overall quality of service and to ensure compliance with company policies and procedures.
Requirements
- Experience: Previous experience in a call centre, customer service, or quality assurance role is typically required.
- Analytical Skills: Ability to analyse data, identify trends, and generate actionable insights.
- Attention to Detail: Keen attention to detail to ensure accurate and thorough evaluation of calls.
- Time Management: Strong organizational skills to manage multiple tasks and meet deadlines.
- Technical Proficiency: Familiarity with call monitoring software, CRM systems, and quality assurance tools.
Problem-Solving: Ability to identify root cause of issues and recommend practical solutions.
Interpersonal Skills: Ability to work effectively with team members at all levels, fostering a positive and collaborative environment.
Skills: call monitoring,call quality,quality assurance
