Quality Control - Voice Process

Hire Yatra Consultant

Key Responsibilities:

Call Monitoring: Listen to and assess recorded or live calls to evaluate employee performance based on predefined quality metrics such as communication skills, adherence to scripts, compliance with regulations, and resolution efficiency.

Feedback and Coaching: Provide constructive feedback to employees, highlighting areas of improvement and recognizing high-quality performance.

Reporting: Compile and maintain reports on call quality assessments, track performance trends, and suggest areas for improvement.

Compliance: Ensure that all calls comply with company policies, legal requirements, and customer service standards.

Calibration Sessions: Participate in calibration sessions with team leaders and managers to ensure consistency in evaluation methods and expectations.

Training Recommendations: Collaborate with the training team to suggest training programs for employees based on quality assessment outcomes.

Continuous Improvement: Identify common issues in customer interactions and provide input to improve processes, scripts, and customer experience.

Customer Satisfaction: Work closely with the operations team to ensure customer satisfaction and service level agreements (SLAs) are met or exceeded.

Qualifications:

Experience: 1 to 2 years in a similar Quality Control role, preferably within the BPO, banking sales, or sales sector.

Skills:

oStrong listening and analytical skills to evaluate calls accurately.

oExcellent communication and feedback delivery.

oProficiency in quality assessment tools and CRM systems.

oAbility to work in a fast-paced environment and manage multiple tasks.

• Experience

  1 - 2 Years

• No. of Openings

  10

• Education

  Advanced/Higher Diploma, Professional Degree

• Role

  Quality Control Executive

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Kanjurmarg