Call Quality Analyst

MPACT

2 - 4 Years
10 Openings
3.5 - 5.0 Lac/Yr
Face-to-Face interview
Kharadi, Pune

Key Skills

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Job Description

we have vacant of 10 call quality analyst jobs in kharadi pune | experience required : 2 years | educational qualification : other bachelor degree | skill call quality etc.

job description

• participates in design of call monitoring formats and quality standards.

• performs call monitoring and provides trend data.

• uses quality monitoring data management system to compile and track performance at team and individual level.

• participates in customer and client listening programs to identify customer needs and expectations.

• provides actionable data to various internal support groups as needed.

• coordinates and facilitates call calibration sessions for call center staff.

• provides feedback to call center team leaders and managers.

• prepares and analyzes internal and external quality reports for management staff review.

• perform other duties as assigned.

knowledge, skill set & qualifications required

• 2-3 years call center experience

• minimum 1 to 2 years as a call quality analyst

• bachelor degree a plus

• excellent verbal, written and interpersonal communication skills;

• outstanding customer service skills and dedication to providing exceptional customer care;

• must be self-motivator and self-starter;

• focus on quality and customer service;

• exceptional listening and analytical skills;

• solid time management skills;

• must be able to effectively deal with people at all levels inside and outside of the company;

• creative ability & writing proficiency;

• ability to multitask and successfully operate in a fast paced, team environment;

• must adapt well to change and successfully set and adjust priorities as needed;

• must be proficient with microsoft office (intermediate word, basic excel)