Quality Control - Voice Process

Hire Yatra Consultant

1 - 2 Years
10 Openings
2.0 - 3.0 Lac/Yr
Face-to-Face interview
Mumbai

Key Skills

Voice Process Call Quality Quality Control

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Job Description

key responsibilities:

call monitoring: listen to and assess recorded or live calls to evaluate employee performance based on predefined quality metrics such as communication skills, adherence to scripts, compliance with regulations, and resolution efficiency.

feedback and coaching: provide constructive feedback to employees, highlighting areas of improvement and recognizing high-quality performance.

reporting: compile and maintain reports on call quality assessments, track performance trends, and suggest areas for improvement.

compliance: ensure that all calls comply with company policies, legal requirements, and customer service standards.

calibration sessions: participate in calibration sessions with team leaders and managers to ensure consistency in evaluation methods and expectations.

training recommendations: collaborate with the training team to suggest training programs for employees based on quality assessment outcomes.

continuous improvement: identify common issues in customer interactions and provide input to improve processes, scripts, and customer experience.

customer satisfaction: work closely with the operations team to ensure customer satisfaction and service level agreements (slas) are met or exceeded.

qualifications:

experience: 1 to 2 years in a similar quality control role, preferably within the bpo, banking sales, or sales sector.

skills:

ostrong listening and analytical skills to evaluate calls accurately.

oexcellent communication and feedback delivery.

oproficiency in quality assessment tools and crm systems.

oability to work in a fast-paced environment and manage multiple tasks.