Call Quality Analyst Job Vacancies in Thane

Roles and Responsibilities:Implement and ensure Call Quality Audit.Implement relevant measures to achieve desired level of Customer Satisfaction.Monitor Call Quality & Analyse training gaps required for Customer Satisfaction.Conduct timely review and prepare Monitoring Improvement planTo ensure that our call centre agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.Work on a continuous process of evaluating and identifying key behaviour that drives sale and improve customer experiences. Tracking and measuring the transaction monitoring compliance against the sampling targetOwn and contribute to the management of Complaint/Issue tracking, resolution and analysis

Roles and Responsibilities:Implement and ensure Call Quality Audit.Implement relevant measures to achieve desired level of Customer Satisfaction.Monitor Call Quality & Analyse training gaps required for Customer Satisfaction.Conduct timely review and prepare Monitoring Improvement planTo ensure that our call centre agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business.Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.Work on a continuous process of evaluating and identifying key behaviour that drives sale and improve customer experiences. Tracking and measuring the transaction monitoring compliance against the sampling targetOwn and contribute to the management of Complaint/Issue tracking, resolution and analysis

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)

Quality Analyst Voice 1) Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.2) Compile and analyze statistical data.3) Listen to agent calls and give feedback 4) Ensure all quality parameters are met5) Publish Quality reports on timely basis6) Draft quality assurance policies and procedures.

Required Quality Auditor for Malad locationQualification graduateMinimum 6 months experience requiredOffer salary 24 in hand 28 CTCImmediate joiner required

Urgent Hiring Call Quality AnalystQualification: Any GraduateExperience: 3 to 5yrsWorking Days: Monday to SaturdayLocation: Bandra BKCWork From OfficeSalary: Excellent Package for Right CandidatesJob Description:Listens to call recordings and provide insight and solutions to operational managementto maximize lead conversion and customer satisfaction.Performs call monitoring and provides trend data, quality reports, and feedback toDirector, concern department head.Monitor calls to ensure sales.Quality check about product knowledge, policies, and procedures, terms & condition.Meet with reporting head, Counsellor, Faculty and Trainers on actions plans.Provides focused quality audits and performance feedback to team leaders/supervisorsand managers for assigned teams within the timeframe guidelines, Create quality scorecards to track performance levelsIdentify and support other opportunities for quality improvement across the teamDocumenting quality issues of the call counsellor wise , performance measures andquality improvements for management review.Assists with development of the revenue center training .Models and shares best practices with team members with ability to receive feedbackand act when appropriate.

Dear Candidate,Greetings from CallarityWe are hiring for Quality Analyst Profile in our growing company.Location - WFO (Address): 307, Callarity Pvt Ltd, Cresent Business Square, Opp Gundecha Enclave, Kharani Road, Sakinaka,Andheri east, MumbaiDesired Profile:Someone who speaks and Understands English, Hindi fluently.Should have a good command on BPO Operational skills.Should have good knowledge of Excel to make reports in reference to performances.Min. 1 year of experience as Quality Analyst.Should be ready to join as per specified Roles and Responsibilities:Good Knowledge of Audit and Evaluation function.Ability to handle pressure and a natural go getter.Ability to lead associates and drive Quality culture.Understanding of the Business situation and capability to address issues.Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skill.Must be able to conduct audits for trainees during training and OJT (over and above floor audits). Driving quality initiatives in the team.Handle Call Audits and Call Center Quality.Responsible for Audit Accuracy & Quality Improvements.Candidate should have excellent problem solving capabilities and lateral thinking skills.

Highlighting problem areas in the process Identifying fatal errors and non fatal errors & take corrective/ preventive action.Giving feedback and improving their performance Responsible for quality targets and meeting deadlines.