Call Quality Analyst

Job Summary

The Quality & Training Executive is responsible for monitoring calls, identifying areas of improvement, and delivering product and sales training for call center agents. This role ensures that customer interactions meet company standards and that all agents stay updated on product knowledge and sales skills.

Key Responsibilities

1. Call Monitoring & Quality Assurance

• Monitor inbound and outbound calls to evaluate agent performance.

• Assess call quality based on accuracy, customer service, product knowledge, and compliance.

• Provide detailed feedback and improvement plans to agents.

• Report quality trends and insights to management on a weekly/monthly basis.

2. Product Training

• Conduct onboarding product training for new hires.

• Train agents on product updates, new features, and policy changes.

• Prepare and update training materials, manuals, and guides.

3. Sales Refresher Training

• Conduct periodic refresher sessions on sales techniques, objection handling, and scripts.

• Identify training needs based on call monitoring results.

• Support agents with coaching to improve conversion rates and sales performance.

4. Documentation & Reporting

• Maintain training attendance records, assessment scores, and performance reports.

• Track progress of agents and recommend further coaching or intervention when needed.

5. Collaboration

• Work closely with team leaders and operations to address performance gaps.

• Provide input to improve scripts, processes, and customer experience.

Qualifications

• Minimum 1–2 years of experience in a call center quality or training role.

• Strong communication and presentation skills.

• Good understanding of sales processes and customer handling.

• Ability to analyze performance data and give clear feedback.

• Organized, proactive, and able to manage multiple tasks.

Skills Needed

• Call Quality Evaluation

• Training & Facilitation

• Sales Techniques

• Coaching & Feedback

• Documentation & Reporting

• Product Knowledge Management

• It is a Full Time Telesales / Telemarketing job for candidates with 1 - 3 years of experience.

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 Graduate and above and above with 1 - 3 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹30000 - ₹40000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Call Quality Analyst job?
   Ans: This Call Quality Analyst job will have 6 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., Hutchinson Company India 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 1 Call Quality Analyst at Hutchinson Company India Private Limited
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Telesales / Telemarketing job.
8. What are the timings of this Call Quality Analyst job?
   Ans: This Call Quality Analyst job has Day Shift.