Call Quality Analyst

Falcon Telesourcing Pvt Ltd

Job description

• Monitor and evaluate randomly selected calls to assess Executive’s service level standards and complete evaluations of calls made.

• Conduct daily/weekly/monthly call audits.

• Conduct weekly calibration sessions with OPS Team Leaders to develop scoring consistency and best practices.

• Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains.

• Complete agent evaluation forms in quality scoring sheet. Produce reporting based on call audits and offer suggestions, job-aids, etc. for improvement. Develop individual agent performance scorecards and aggregate process scores.

• Assist in utilizing reports that track performance at a department, team, and individual level to measure quality rates. SLA / KPI Tracking and Reporting and analysis of service delivery performance metrics.

• Conduct coaching sessions with Executives and provide feedback addressing client service, performance, product knowledge and call productivity. Primary participant in training sessions. Provides training/orientation of new personnel under the direction of management and HR.

• Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint.

• Writes fundamental documentation in a clear, concise manner and according to internal procedure. Ensuring the proper documentation and workflow of service request as per internal procedure.

• Provide detailed and timely feedback to management on performance results; provides detailed recommendations

• Works directly with leadership to communicate and address quality concerns. Serves as a conduit to keep Department Manager and Director with regard to improvements, challenges that either positively or negatively affect Customer Service Identify opportunities to improve the work processes and environment and works to implementation.

• Accept additional duties and responsibilities as delegated by higher levels of management.

• Experience

  1 - 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