Call Quality Analyst

Joylamp & Co

The key role of call center quality assurance is ensuring that the agents provide quality service in line with the organizational objectives. Optimized quality assurance increases agents’ efficiency through behavior modification, enhanced quality service to customers and improved close rates. It is important to have a robust quality assurance program, creating a team of analysts and understanding their roles and responsibilities

QUALITY ANALYST ROLES & RESPONSIBLITIES

Here are essential functions and tasks of a quality assurance team: 1. Developing Evaluation Programs 2. Keeping track of the key industry trends 3. Monitoring Customer Interactions 4. Calibration Sessions 5. Utilization of Technology 6. Training and Coaching 7. Compliance Monitoring’ 8. Driving Innovation and Optimizing Processes 9. Competition Analysis 10. Agent Engagement 11. Revenue Growth 12. Improving Overall Contact Center Efficiency

• Experience

  2 - 5 Years

• No. of Openings

  10

• Education

  Any Bachelor 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