Job Description:

Monitoring Calls:

Listen to recorded or live calls between customer service representatives and customers.

Evaluate the call based on predefined quality metrics and guidelines.

Quality Assessment:

Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.

Feedback and Coaching:

Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.

Offer coaching and training to help agents enhance their skills and meet quality standards.

Reporting and Documentation:

Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.

Generate regular reports on individual and team performance for management review.

Root Cause Analysis:

Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve them.

Compliance and Policy Adherence:

Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.

Process Improvement:

Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.

Training and Development Support:

Assist in the development and delivery of training materials and programs for call center agents.

Conduct refresher training sessions on specific skills or areas identified for improvement.

Quality Assurance Metrics:

Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.

Monitor and analyze performance metrics to ensure they align with organizational goals.

Stakeholder Communication:

Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.

Qualifications:

Minimum 2 years of experience as a Call Quality Analyst.

Previous experience in a call centre or customer service role is often preferred.

Strong analytical skills and attention to detail.

Excellent communication skills, both written and verbal.

Proficiency in using call monitoring software and tools.

Knowledge of industry-specific regulations and compliance standards (if applicable).

Key Competencies:

Analytical thinking and problem-solving abilities.

Coaching and mentoring skills.

Time management and organizational skills.

Ability to provide constructive feedback effectively.

Adaptability and willingness to learn and evolve with changing requirements.

Interested candidates can share their resume at rawat.megha@thinksys.com