Call Quality Analyst

19,650 - 26,870 /month

Imarque Solutions Private Limited

Avm Avenue, Chennai

Freshers in Customer Support / TeleCaller

25 Openings

Full Time

Job Highlights

Industry Type: Health/ Term Insurance

All Education levels

All genders

09:00 AM - 06:00 PM | 6 days working | Day Shift

Job Benefits: Meal

Job Description

call quality analyst job description

io
& Tasks of a QA Team in the Call Center Functions
Tasks of a QA Team in the Call Center Customer se
ce quality assurance job description: Examples Role & Respon
ility Of A Call Center Quality Assurance ... Quality Analyst
b Description: Roles and Responsibilities View all A Call Q
ity Anal
monitors and evaluates customer service interactions (calls, emails, chats) to ensure compliance with standards, accuracy in information, and high customer satisfaction. They analyze performance data, identify trends, and provide constructive feedback/coaching to agents to improve performance, enhance the customer experience, and reduce errors. Expertia AI Expertia
+3 Key Res
sibilities
ito
g & Evaluation: Meti
ously evaluate inbound/outbound calls for adherence to quality scorecards, scripts, and compliance protocols (e.g., HIPAA, TCPA). Feedback & Coaching: Provide ac
nable, objective feedback to agents to improve communication skills and resolve customer issues effectively. Data Analysis & Reporting: Analyz
ey performance indicators (e.g., CSAT, FCR, Average Handling Time) to identify performance trends and create daily/weekly reports for management. Calibration: Participate in calibra
n sessions with Team Leaders and managers to ensure consistency in scoring across the team. Process Improvement: Identify areas f
improvement in workflows and training, recommending changes to boost efficiency and service quality. Zendesk Zendesk +6 Required Skills & Q
ificati
Experi
e:
vious experience in a call cente
customer service, or quality assurance role. Communication: Strong verbal and written communic
on skills for delivering constructive feedback. Analytical Skills: Ability to analyze data trends a
pay close attention to detail. Technical Skills: Proficiency in call monitoring soft
e, CRM tools, and MS Office/Excel. Soft Skills: Strong interpersonal skills, patience, obj
ivity, and a proactive mindset. Expertia AI Expertia AI +4 Performance Metrics (KPIs) Mo
ored Custo
Satisfacti
Sco
(CSAT) First Call Resolution (FCR) Av
ge Handling Time (AHT) Compliance/
icy Adherence Rate

Other Details

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

More about this Call Quality Analyst job

Can freshers or experienced candidates apply for this Call Quality Analyst role?
Ans : Candidates who have All Education levels can apply for this Call Quality Analyst role.
What salary is offered for this Call Quality Analyst job?
Ans : The salary for this Call Quality Analyst job ranges between ₹19,500-₹26,500 per month.
What shift and timings does this job follow?
Ans : This Call Quality Analyst job follows a Day shift with timings from 09:00 AM - 06:00 PM.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Avm Avenue, Chennai.
How many openings are available for this position?
Ans : There are 25 openings available for this position.
Is this job open for all genders?
Ans : Yes, this Call Quality Analyst job is open for both male and female candidates.
Where is this job located?
Ans : This Call Quality Analyst job is located in Avm Avenue, Chennai.
Why should you apply for this Call Quality Analyst job?
Ans : This Call Quality Analyst job offers a salary between ₹19,500-₹26,500 per month. This is a Full Time opportunity and has 25 openings available.