Quality Analyst

Snap Find

4 - 7 Years
2 Openings
7.0 - 9.5 Lac/Yr
Face-to-Face interview
Bhubaneswar

Key Skills

Quality Monitoring QA Quality Assurance Call Monitoring Quality Analysis Work From Home

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Job Description

listen to incoming and outgoing calls to ensure excellent customer service and effective product pitching

● monitor agents’ product knowledge, ability to handle objections & questions, and call closure

● track performance of individual scripts and agents qualitatively and quantitatively

● directly call existing and potential customers yourself to collect feedback

● convey feedback to individual agents, monitor a quality score and ensure they improve

● train new hires on scripts and on best practices during a call, conduct mock calls

● set up ongoing training sessions for tenured employees where you present best practices across team members

● prepare quality reports for managers and founders

● create scripts for new products alongside key stakeholders

● update procedures and scripts based on customer response and changing business needs