Process Quality Analyst

QA languages: Assamese,Telugu, Tamil, Malayalam

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 requirements

Proven 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 age

12th pass or above

Proficient/familiar in computer operation

Work Location :- Koperkhairane, Navi Mumbai, . (On site)

• Experience

  1 - 5 Years

• No. of Openings

  1

• Education

  12th Pass

• Role

  Process Quality Analyst

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face Interview Location

  koper khairne,Navi mbai