Location: Viman Nagar, Pune Position: Call Quality Analyst
Experience Required: Minimum 6 months in QA, Voice Process, Call Center, BPO, or any job involving customer calling.
Job Description:
We are seeking a detail-oriented Call Quality Analyst to join our team in Viman Nagar, Pune. The ideal candidate will have a minimum of 6 months of experience in quality assurance, voice process, call centers, BPOs, or any customer-calling role. You will be responsible for monitoring and evaluating the quality of inbound and outbound calls to ensure high standards of customer service and compliance with company policies
Key Responsibilities:
-Monitor and evaluate inbound and outbound calls for quality assurance.
-Identify areas of improvement and provide constructive feedback to call center agents.
-Maintain accurate records of call evaluations and feedback sessions.
-Ensure compliance with company policies and industry regulations.
-Collaborate with the training team to enhance call quality and customer satisfaction.
-Prepare and present reports on call quality metrics to management.
Qualifications:
-Minimum of 6 months of experience in QA, Voice Process, Call Center, BPO, or any customer-calling role.
-Strong analytical skills with attention to detail.
-Excellent communication and interpersonal skills.
-Proficiency in MS Office, particularly Excel and Word.
-Ability to work independently and as part of a team.
-Strong problem-solving abilities and a proactive approach to tasks.
Interested candidates can send their updated CV to contact@hiringwingsconsultancy.