Call Quality Analyst

MPACT

We have vacant of 10 Call Quality Analyst Jobs in Kharadi Pune | Experience Required : 2 Years | Educational Qualification : Other Bachelor Degree | Skill Call Quality etc.

JOB DESCRIPTION

• Participates in design of call monitoring formats and quality standards.

• Performs call monitoring and provides trend data.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center team leaders and managers.

• Prepares and analyzes internal and external quality reports for management staff review.

• Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

• 2-3 years Call Center Experience

• Minimum 1 to 2 years as a Call Quality Analyst

• Bachelor Degree a plus

• Excellent verbal, written and interpersonal communication skills;

• Outstanding customer service skills and dedication to providing exceptional customer care;

• Must be self-motivator and self-starter;

• Focus on quality and customer service;

• Exceptional listening and analytical skills;

• Solid time management skills;

• Must be able to effectively deal with people at all levels inside and outside of the Company;

• Creative ability & writing proficiency;

• Ability to multitask and successfully operate in a fast paced, team environment;

• Must adapt well to change and successfully set and adjust priorities as needed;

• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

• Experience

  2 - 4 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