Globolosys Outsourcing Pvt Ltd

Siliguri, West Bengal

*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