Call Quality Analyst

• A Call Quality Analyst monitors and evaluates customer service calls to ensure adherence to company standards, provide constructive feedback to agents, and identify trends for service improvement. Key responsibilities include listening to call recordings, providing coaching, reporting on quality metrics, and collaborating with management to enhance overall customer satisfaction and operational efficiency.
• Key Responsibilities
• Monitor and Evaluate Calls: Listen to live or recorded customer service calls to assess agent performance against quality metrics, company policies, and procedures.
• Provide Feedback and Coaching: Deliver detailed, constructive feedback to customer service representatives, guiding them on areas for improvement in their communication, product knowledge, and customer service skills.
• Identify Trends and Insights: Analyze call quality data to identify patterns, recurring customer issues, and trends that can inform process improvements and training needs.
• Report on Performance: Compile data and create reports on call quality metrics and agent performance for management review, providing actionable insights and recommendations.
• Collaborate on Improvements: Work with team leaders, supervisors, and management to develop and implement strategies and training materials for quality improvement initiatives.
• Maintain Documentation: Keep accurate records of evaluations, feedback provided, and outcomes to track progress and maintain a comprehensive quality framework.
• Required Skills and Traits
• Strong analytical and observation skills: to identify subtle quality issues.
• Excellent communication skills: to effectively provide feedback and coaching.
• A customer-centric mindset: focused on delivering exceptional customer experiences.
• Proficiency with call center software and CRM tools .
• Knowledge of quality assurance processes: and key performance indicators (KPIs).
• Ability to work collaboratively: within a team and with different departments.

• It is a Full Time Customer Support / TeleCaller job for candidates with Freshers.

More about this Call Quality Analyst job

1. What is the eligibility criteria to apply for this Call Quality Analyst job?
   Ans: The candidate should be All Education levels and above with Freshers of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹23500 - ₹31000 per month that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Call Quality Analyst job?
   Ans: This Call Quality Analyst job will have 5 working days.
4. Are there any charges applicable while applying or joining this Call Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Call Quality Analyst job and during the employment with the company, i.e., Imarque Solutions Private Limited.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Call Quality Analyst role?
   Ans: There is an immediate opening of 25 Call Quality Analyst at Imarque Solutions Private Limited
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Call Quality Analyst job?
   Ans: This Call Quality Analyst job has Day Shift.