Call Monitoring Job Vacancies in Gurgaon

The Call Center Associate will be responsible for handling incoming and outgoing calls in a professional manner. This includes answering customer inquiries, resolving issues, and providing information about products or services. The associate will need to maintain a positive attitude and excellent communication skills to ensure customer satisfaction.Key responsibilities include:- Answering incoming calls promptly and professionally- Responding to customer inquiries and resolving issues in a timely manner- Providing information about products or services accurately- Maintaining a high level of customer service at all times- Recording customer interactions and transactions accurately in the systemThe ideal candidate should possess strong communication skills, be able to multitask, and have a customer-centric approach. Attention to detail and the ability to work well under pressure are also important for this role. Previous customer service experience is preferred, but not required. A minimum of a 12th pass education level is necessary for this position.

1) Monitor inbound and outbound calls and emails.2) Performs call monitoring and provides trend data, quality reports, and feedback to the operation team.3) Participates in the design of call/email monitoring formats and qualitystandards.4) Perform other duties as assigned.

JOB DESCRIPTION QUALITY ANALYST-Audit Pre-recorded calls & live calls along with cross-checking the end-to-end details onrespective Tickets.Analyse quality process and procedure to ensure it meets process requirements.Meeting daily, weekly and monthly audits analysing short- and long-term development plans.Ensuring that the counsellors should follow proper pitch as per guidelines to meet minimum qualitystandards.Perform quality checks and perform Mock calls for freshers to improve performance.Providing periodic feedback to agents and to their reporting manager for scope of improvement.To identify gaps and rectify them by sharing feedback and conducting refresher sessions withagents to improve quality of calls.Closely monitoring quality parameters as per needs and share ideas to improve quality standards.Required Skills: -Should be well versed with MS Office (Word, Excel, PowerPoint) & Office 365.Should have excellent communication/Writing skills (Hindi and English is must)Good Analytical skills.Should have knowledge about all 7 QC Tools (Pareto, Histogram etcMin 1 yrs exp as QA ,Salary :- Upto-2.5 LPAComfortable with 24*7 Shifts with 6 days working culture & 1 rotational OffLocation :- Jaipur (work from office)

Leading a team of QA and looking after their performance and management.To conduct audits as per defined guidelines and sampling.To ensure timely closure of feedbackTo create and publish regular audit reports with management and clients (daily, weekly, monthly) To identify process gaps, work with respective teams to fix gapsConduct Refresher sessions for Auditors to improve Quality.Lead error calibration sessions with internal or external stakeholdersTo drive process improvement initiatives.To conduct Quality related trainings, when neededEligibility Requirement:Min 2yrs experience in Team Lead Role (Quality)Should be well versed with G-Suite (Sheets/Doc/Slides/Forms etc)Should have excellent communication skills (written and spoken)Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis