Call Monitoring Job Vacancies in Navi Mumbai

Opening For Call Quality Analyst

Jaden Executive Search and Recruitment Specialist

1 - 5 yrs
3.0 Lac/Yr
Navi Mumbai

Call Monitoring Call Quality

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 requirementsProven 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)

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Process Quality Analyst

Jaden Executive Search and Recruitment Specialist

1 - 5 yrs
3.3 Lac/Yr
Navi Mumbai

Call Monitoring Call Quality Audit Compliance Reporting

QA languages: Assamese,Telugu, Tamil, MalayalamQuality 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 requirementsProven 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 age12th pass or aboveProficient/familiar in computer operationWork Location :- Koperkhairane, Navi Mumbai, 400706. (On site)

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Call Monitoring

I Fly Now

1 - 3 yrs
3.8 Lac/Yr
Wagle Estate Thane

Call Monitoring Quality Assurance

Responsibilities:Maintain and develop internal support and call center quality standards;Review a subset of support agents conversations (calls, emails, chat, etc) on Klaus;Assess support interactions based on internal standards;Accompany evaluations with meaningful and constructive feedback;Discuss and explain feedback with agents in regular meetings;Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support teams performance affects those KPIs;Create strategies to improve support KPIs;Help agents improve their performance with specific instructions and constant support;Map the need for training and onboarding programs and initiate these projects;Monitor customer service performance on the agent and team level;Create reports that reflect support performance;Report support teams performance to higher-ups;Participate in calibration sessions to maintain consistency in internal evaluations;Contribute to the team culture in a positive manner.Requirements:Experience in the customer service space;Proven track record of analytical skills;Hands-on experience in quality assurance;Great people skills and ability to communicate (negative) feedback;Good organizational skills, knowledgeable in goal-setting practices;Examples of data visualization abilities and understanding of support metrics;Perception of basic business metrics and how support impacts those;Problem-solving capabilities to create meaningful strategies to improve support quality.

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Call Monitoring Job Vacancies in Navi Mumbai

Opening For Call Quality Analyst

Process Quality Analyst

Call Monitoring

Apply to 1 Call Monitoring Job Vacancies in Navi Mumbai