Call Quality Analyst

Globolosys Outsourcing Pvt Ltd

2 - 4 Years
1 Openings
2.5-3.5 Lac/Yr
Siliguri
Posted 2 days ago
Face-to-Face interview

Key Skills

Call Monitoring Call Processing Call Quality

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Job Description

*Urgent Opening for Call Quality Analyst* :

Location : Siliguri

Qualification : Any Graduate

Experience : 2-4 years relevant exposure as call quality analyst, implementation of quality assurance process & standards.

Should have an exp in Editing and Auditing the calls.

CTC : 3 LPA to LPA

Job Description of

Conduct regular assessments of support interactions, ensuring compliance with established standards and guidelines.

Collaborate with support teams to address and rectify quality issues promptly.

Analyse customer interactions through various channels (Tickets, Chats, Calls) to identify areas for improvement.

Evaluate the effectiveness of communication, technical troubleshooting, and issue resolution.

Provide feedback and coaching to support agents in enhancing customer satisfaction.

Identify opportunities for process improvement.

Work with cross-functional teams to implement changes aimed at optimizing support workflows.

Monitor the impact of process enhancements on service quality.

Provide actionable insights to management for continuous improvement initiatives.

Provide training/refresher sessions to support teams on quality standards and customer service best practices.

Responsible for call monitoring.

Analyzing customer feedback.

Implementing quality metrics and assess agent performance

Design route map to Improve customer satisfaction.

Interested candidates can share their updated resume at

Experience
2 - 4 Years
No. of Openings
1
Education
B.A, B.C.A, B.B.A, B.Com, Post Graduate Diploma
Role
Call Quality Analyst
Industry Type
Manufacturing / Production / Quality
Gender
[ Male / Female ]
Job Country
India
Type of Job
Full Time (Night Shift)
Work Location Type
Work from Office
Face interview location
Siliguri, Matigara

About Globolosys Outsourcing Pvt Ltd

At Globolosys Outsourcing, we are proud to be pioneers in the outsourcing industry, offering innovative solutions that transcend traditional outsourcing models. We provide a comprehensive one-stop solution, specializing in Ccaas (Contact Center as a Service) and Scaas (Support as a Service), Communications Platform as a Service (CPaaS) and Other CaaS solutions We offer all powered by cutting-edge technology and our Salesforce CRM integration

Our Ccaas solution revolutionizes the way businesses manage their contact center operations. With intelligent call routing, real-time analytics, and omnichannel support, we ensure exceptional customer experiences. Our Salesforce-powered CRM seamlessly integrates with our Ccaas solution, enabling businesses to gain valuable insights into customer interactions, optimize agent productivity, and enhance overall operational efficiency.