Quality Analyst - Voice Process



Junior (1 to 3 years)
20K - 25K (Per Year)
Posted on Apr 07 2022

About the Job


Job description

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to the management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Design call listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.
  • Manage overall training requirements. Roll out new hire induction.
  • Ensure effective knowledge sharing and sign off/approval processes are in place.
  • Develop materials according to process standards
  • Evaluate and revisit training materials to ensure relevance and content is up to date
  • Creates process knowledge test, track and monitor learning improvements
  • Deploy process changes, updates, and workflow improvements.
  • Provides classroom training, fulfil refresher trainings, and upskilling
  • Ensures training performance are tracked and delivered based on requirements
  • Monitor course assessments and manage employees during in process training



About the company

The path chosen for delivery of the value proposition is IT consulting and implementation of end to end information technology based solutions through cost-savings, quality service, and enabling optimal utilization of internal resources.


IT Services and IT Consul...

Company Size

51-200 Employees



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