Call Quality Analyst

Vaani Infosystem

Job Title: Quality Analyst/Trainer

Job Summary

We're seeking an experienced Quality Analyst/Trainer to join our team. The successful candidate will be responsible for evaluating and improving the quality of our customer service, sales, or technical support processes. Additionally, this role will involve training and coaching team members to enhance their skills and knowledge.

Key Responsibilities

Quality Analysis

1. Monitor and Evaluate: Monitor and evaluate customer interactions (calls, emails, chats) to assess quality and identify areas for improvement.

2. Develop Quality Standards: Develop and maintain quality standards, processes, and procedures to ensure consistency and excellence.

3. Conduct Audits: Conduct regular audits to ensure compliance with quality standards and identify opportunities for improvement.

Training and Coaching

1. Design Training Programs

2. Coach and Mentor

3. Develop Training Materials

Collaboration and Reporting

1. Collaborate with Teams

2. Provide Feedback

3. Report on Quality Metrics

Requirements

1. Experience: 2+ years of experience in quality analysis, training, or a related field.

2. Analytical Skills: Strong analytical and problem-solving skills to identify areas for improvement.

3. Communication Skills: Excellent communication and interpersonal skills to train, coach, and mentor team members.

4. Technical Skills

• Experience

  1 - 2 Years

• No. of Openings

  1

• Education

  Advanced/Higher Diploma, Professional Degree

• Role

  Call Quality Analyst

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  PLOT NO-70, Udyog Vihar,Phase-4,sector-18,GURGAON,HARYANA