Call Quality Analyst- call centre Voice process - Experienced

Position: Quality Analyst – BPO Voice Process

Job Location: Karol Bagh, New Delhi-110005

Job Type: Full-time

Department: Quality

Job Summary:

The Quality Analyst (QA) is responsible for ensuring the quality of customer interactions in a BPO voice process. This role focuses on conducting call audits, leveraging key quality control (QC) tools, and ensuring agents meet performance, standards to drive continuous improvement and provides coaching to enhance agent performance and customer satisfaction.

Key Responsibilities:

Quality Monitoring & Call Audits:

Perform detailed call audits to assess customer-agent interactions and ensure compliance with company guidelines.

Evaluate calls based on factors such as Sales Call, Compliance Audit, Pre & Post briefing .

Provide actionable feedback to agents, helping them improve their skills and meet performance targets.

QC Tools & Metrics:

Utilize key quality control metrics to track agent performance and measure the effectiveness of customer interactions.

Continuously monitor and analyze performance trends to ensure quality standards are consistently met.

Coaching & Training:

Conduct one-on-one coaching sessions with agents to help them improve their communication skills, problem-solving abilities, and customer interaction techniques.

Offer regular feedback and support to agents to help them achieve their performance goals.

Reporting & Analysis:

Prepare and present detailed reports on agent performance, call quality, and trends.

Analyze data to identify performance gaps and propose strategies for improvement, aimed at increasing customer satisfaction and efficiency.

Compliance & Adherence:

Ensure agents comply with company policies, industry regulations, and customer service standards.

Conduct regular audits to identify and address compliance gaps and performance issues.

Qualifications:

Education: Bachelor’s degree or equivalent.

Experience: Minimum of 1- 3 years of sales/cs/complaint audits experience in BPO quality analysis, with at least 1-3 years in a voice process environment

Skills: Expertise in quality monitoring, strong analytical abilities, excellent communication skills, and proficiency in performance management.

Interested Candidates can call or WhatsApp on 9220601643 hr karthika

Pay: ₹20,000.00 - ₹28,000.00 per month

Work Location: In person