Call Quality Analyst Jobs in India

Quality assessment and control: Evaluate call agents performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.Customer feedback: Incorporate customer feedback into quality assessment processes requirementsProven experience (minimum 6 months) in quality analysis and call auditing, preferably in a customer service environment.Excellent communication skills, both written and verbal.Knowledge of relevant industry regulations and compliance standards.Proficiency with Microsoft Office suite (Word, Excel, PowerPoint)

Job Title: Quality Analyst/TrainerJob SummaryWe're seeking an experienced Quality Analyst/Trainer to join our team. The successful candidate will be responsible for evaluating and improving the quality of our customer service, sales, or technical support processes. Additionally, this role will involve training and coaching team members to enhance their skills and knowledge.Key ResponsibilitiesQuality Analysis1. Monitor and Evaluate: Monitor and evaluate customer interactions (calls, emails, chats) to assess quality and identify areas for improvement.2. Develop Quality Standards: Develop and maintain quality standards, processes, and procedures to ensure consistency and excellence.3. Conduct Audits: Conduct regular audits to ensure compliance with quality standards and identify opportunities for improvement.Training and Coaching1. Design Training Programs2. Coach and Mentor3. Develop Training MaterialsCollaboration and Reporting1. Collaborate with Teams2. Provide Feedback3. Report on Quality MetricsRequirements1. Experience: 2+ years of experience in quality analysis, training, or a related field.2. Analytical Skills: Strong analytical and problem-solving skills to identify areas for improvement.3. Communication Skills: Excellent communication and interpersonal skills to train, coach, and mentor team members.4. Technical Skills

Quality Analyst - please call 8939257775

*Urgent Opening for Call Quality Analyst* :Location : Siliguri Qualification : Any GraduateExperience : 2-4 years relevant exposure as call quality analyst, implementation of quality assurance process & standards. Should have an exp in Editing and Auditing the calls. CTC : 3 LPA to 4.5 LPAJob Description of Conduct regular assessments of support interactions, ensuring compliance with established standards and guidelines.Collaborate with support teams to address and rectify quality issues promptly.Analyse customer interactions through various channels (Tickets, Chats, Calls) to identify areas for improvement.Evaluate the effectiveness of communication, technical troubleshooting, and issue resolution.Provide feedback and coaching to support agents in enhancing customer satisfaction.Identify opportunities for process improvement.Work with cross-functional teams to implement changes aimed at optimizing support workflows.Monitor the impact of process enhancements on service quality.Provide actionable insights to management for continuous improvement initiatives.Provide training/refresher sessions to support teams on quality standards and customer service best practices.Responsible for call monitoring.Analyzing customer feedback.Implementing quality metrics and assess agent performanceDesign route map to Improve customer satisfaction.Interested candidates can share their updated resume at sauravghosh@globolosysoutsourcing.com

Required Quality Auditor for Malad locationQualification graduateMinimum 6 months experience requiredOffer salary 24 in hand 28 CTCImmediate joiner required

SALES INTERNSHIP 2Month (Remote/Work From Home) A Sales Intern, is someone who assists senior sales staff in an entry-level role while gaining experience in the field. Their duties include conducting research, attending meetings and making phone calls or responding to emails. Sales interns are the part of the sales team. They may assist the manager and senior staff by performing administrative and entry-level duties while they gain experience. Sales interns conduct research, make calls and send emails, update records, attend meetings, and help maintain client relationships, among other tasks. Our company is offering 60 days of internship in which candidates will be able to learn many roles and responsibilities. Sales Intern Responsibilities: Working closely with the manager or assigned staff member, and completing all allocated tasks. Conducting desktop research, or gathering information through surveys or by speaking to clients and staff. Attending and participating in meetings, workshops, events, and exhibitions. Liaising with clients, vendors, and suppliers on behalf of the company's managers. Updating documents and sales records. Reviewing sales performance against sales targets. Observing and carrying out sales processes. Identifying potential weaknesses and offering improvement suggestions. Assisting managers with negotiations. Keeping a log of everything learned and delivering presentations to staff and other stakeholders. Sales Intern Requirements: Degree in marketing and business Strong self-motivation. Ability to work alone or as part of a team. Ability to cope with rejection. Ability to remain calm in fast-paced environments. Superb interpersonal skills. A professional appearance.

Candidates should have an experience into following :- International Voice/ Blended process- Should have worked on the terms like 7QC tools , RCA and Feedback sharing strategies- Should have worked on customer servicesWork mode - US shiftsWork timings- 5 days working and 2 days rotational off

Urgent Hiring Call Quality AnalystQualification: Any GraduateExperience: 3 to 5yrsWorking Days: Monday to SaturdayLocation: Bandra BKCWork From OfficeSalary: Excellent Package for Right CandidatesJob Description:Listens to call recordings and provide insight and solutions to operational managementto maximize lead conversion and customer satisfaction.Performs call monitoring and provides trend data, quality reports, and feedback toDirector, concern department head.Monitor calls to ensure sales.Quality check about product knowledge, policies, and procedures, terms & condition.Meet with reporting head, Counsellor, Faculty and Trainers on actions plans.Provides focused quality audits and performance feedback to team leaders/supervisorsand managers for assigned teams within the timeframe guidelines, Create quality scorecards to track performance levelsIdentify and support other opportunities for quality improvement across the teamDocumenting quality issues of the call counsellor wise , performance measures andquality improvements for management review.Assists with development of the revenue center training .Models and shares best practices with team members with ability to receive feedbackand act when appropriate.

Roles and Responsibilities:Implement and ensure Call Quality Audit.Implement relevant measures to achieve desired level of Customer Satisfaction.Monitor Call Quality & Analyse training gaps required for Customer Satisfaction.Conduct timely review and prepare Monitoring Improvement planTo ensure that our call centre agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.Work on a continuous process of evaluating and identifying key behaviour that drives sale and improve customer experiences. Tracking and measuring the transaction monitoring compliance against the sampling targetOwn and contribute to the management of Complaint/Issue tracking, resolution and analysis

Roles and Responsibilities:Implement and ensure Call Quality Audit.Implement relevant measures to achieve desired level of Customer Satisfaction.Monitor Call Quality & Analyse training gaps required for Customer Satisfaction.Conduct timely review and prepare Monitoring Improvement planTo ensure that our call centre agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.Work on a continuous process of evaluating and identifying key behaviour that drives sale and improve customer experiences. Tracking and measuring the transaction monitoring compliance against the sampling targetOwn and contribute to the management of Complaint/Issue tracking, resolution and analysis

Quality Analysts are responsible for evaluating, monitoring, and assessing the quality and improving the high-quality service provided.Quality MonitoringPerformance EvaluationProcess ImprovementCompliance and Quality StandardsRoot Cause AnalysisExperience in Australian Energy Process.

1) Monitor inbound and outbound calls and emails.2) Performs call monitoring and provides trend data, quality reports, and feedback to the operation team.3) Participates in the design of call/email monitoring formats and qualitystandards.4) Perform other duties as assigned.

Fixed Day Shift: The process has fixed day shift timings. Call Monitoring/Auditing: Conduct thorough call monitoring/auditing for customer care agents, providing detailed feedback on monitored calls.Parameter Evaluation: Evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.Language Proficiency: Understand conversations in English, Hindi, or regional languages (Kannada, Tamil, Malayalam, Telugu, Marathi, Gujarati, etc.) and provide relevant feedback.Scoring and Documentation: Fill out call auditing forms with accurate scores for assessed parameters.7QC Tools Knowledge: Demonstrate proficiency in using 7QC Tools like Pareto charts and histograms.Root Cause Analysis (RCA) Analysis: Perform detailed Root Cause Analysis (RCA) and ACPT Analysis for call audits. Agent, Customer, Process, and Technology (ACPT) Analysis: Perform detailed Agent, Customer, Process, and Technology (ACPT Analysis) to identify the cause of customer dissatisfaction on the call.Fatal and Non-Fatal Errors: Possess in-depth knowledge of fatal and non-fatal errors while auditing the calls.Call Calibration Sessions: Actively participate in call calibration sessions to ensure consistency in qualityassessments.

Reception Team Member 1. Handling all CMS calls 2. Resolving the Just dial queries & updating in Google sheet3. Booking appointments for grooming and swimming according to the slot availability 4. Sending Daily checklist 5. Updating the Practo appointment in Vetbuddy Software. 6. Replying to the emails received from the clients 7. FB post sharing to the joined Groups8. Sending the bulk message to visited clients 9. Handling pick up & drop queries 10. Handling maintenance work & getting work done 11. Sending batch settlement report 12. Updating & marking attendance properly13. Calling the vendor for all types of work to be done 14. Handling IT-related issues when the Internet not working 15. Uploading Pet pictures in profile 16. Sending Housekeeping plan every day17. Helping the clients to reach out to the Breeder and boarding 18. Giving proper information about the services to the walk-in client 19. Explaining the Grooming and swimming packages to the client20. Handling Jivo chat query 21. Sending SMS through Just dial 22. Resolving Dashboard message in vet buddy23. Collecting the Feedback from the client for Grooming & Swimming 24. Handing the Beverages25. Doing monthly reports for Grooming & swimming26. Sending the Grooming Template e-mail to the client27. Reporting about the workflow to the Reception In-charge-HOD.

Quality Analyst Voice 1) Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.2) Compile and analyze statistical data.3) Listen to agent calls and give feedback 4) Ensure all quality parameters are met5) Publish Quality reports on timely basis6) Draft quality assurance policies and procedures.

Ensures the Call Center Agents Adhere to Predetermined Quality Assurance Standards and the Businesss Standard Operating Procedures

Vatsalya is a well-established UK process BPO in AyodhyaWe are looking for a quality/compliance manager for our international voice process Priority to female candidateMust have at least 6 months of experience in any international process (UK/US preferred)Work from office in Ayodhya.5 days working.

QA & Trainer Quality Assurance Analyst (QA) Is Responsible For Assessing The Quality Of The Performance Of Our Call Center Associates Who Deal With Our Existing And Potential Customer. The QA Will Monitor Inbound And Outbound Call And Emails Responses To Assess Associates Demeanor, Technical Accuracy, Customer Service Performance, And Conformity To Company Policies And Procedures Solid Time Management Skills Must Be Self-Motivator And Self-Starter; 2-3 Years Call Center Experience If Collection The Good For Us Excellent Verbal, Written And Interpersonal Communication Skills Coordinates And Facilitates Call Calibration Sessions For Call Center Staff Prepares And Analyzes Internal And External Quality Reports For Management Staff Review

Monitoring calls Checking the call qualityQuality toolsCall AuditingTraining on calls script

Reception Team Member 1. Handling all CMS calls 2. Resolving the Just dial queries & updating in Google sheet3. Booking appointments for grooming and swimming according to the slot availability 4. Sending Daily checklist 5. Updating the Practo appointment in Vetbuddy Software. 6. Replying to the emails received from the clients 7. FB post sharing to the joined Groups8. Sending the bulk message to visited clients 9. Handling pick up & drop queries 10. Handling maintenance work & getting work done 11. Sending batch settlement report 12. Updating & marking attendance properly13. Calling the vendor for all types of work to be done 14. Handling IT-related issues when the Internet not working 15. Uploading Pet pictures in profile 16. Sending Housekeeping plan every day17. Helping the clients to reach out to the Breeder and boarding 18. Giving proper information about the services to the walk-in client 19. Explaining the Grooming and swimming packages to the client20. Handling Jivo chat query 21. Sending SMS through Just dial 22. Resolving Dashboard message in vet buddy23. Collecting the Feedback from the client for Grooming & Swimming 24. Handing the Beverages25. Doing monthly reports for Grooming & swimming26. Sending the Grooming Template e-mail to the client27. Reporting about the workflow to the Reception In-charge-HOD.

QA languages: Assamese,Telugu, Tamil, MalayalamQuality assessment and control: Evaluate call agents performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.Customer feedback: Incorporate customer feedback into quality assessment processes requirementsProven experience (minimum 6 months) in quality analysis and call auditing, preferably in a customer service environment.Excellent communication skills, both written and verbal.Knowledge of relevant industry regulations and compliance standards.Proficiency with Microsoft Office suite (Word, Excel, PowerPoint)Eligibility Criteria: -18-35 years of age12th pass or aboveProficient/familiar in computer operationWork Location :- Koperkhairane, Navi Mumbai, 400706. (On site)

SALES INTERNSHIP 2Month (Remote/Work From Home) A Sales Intern, is someone who assists senior sales staff in an entry-level role while gaining experience in the field. Their duties include conducting research, attending meetings and making phone calls or responding to emails. Sales interns are the part of the sales team. They may assist the manager and senior staff by performing administrative and entry-level duties while they gain experience. Sales interns conduct research, make calls and send emails, update records, attend meetings, and help maintain client relationships, among other tasks. Our company is offering 60 days of internship in which candidates will be able to learn many roles and responsibilities. Sales Intern Responsibilities: Working closely with the manager or assigned staff member, and completing all allocated tasks. Conducting desktop research, or gathering information through surveys or by speaking to clients and staff. Attending and participating in meetings, workshops, events, and exhibitions. Liaising with clients, vendors, and suppliers on behalf of the company's managers. Updating documents and sales records. Reviewing sales performance against sales targets. Observing and carrying out sales processes. Identifying potential weaknesses and offering improvement suggestions. Assisting managers with negotiations. Keeping a log of everything learned and delivering presentations to staff and other stakeholders. Sales Intern Requirements: Degree in marketing and business Strong self-motivation. Ability to work alone or as part of a team. Ability to cope with rejection. Ability to remain calm in fast-paced environments. Superb interpersonal skills. A professional appearance.