Call Audit Quality Analyst || Apply NOW1 week ago Information Technology Bengaluru 10 views Reference: 27285
* Monitor, evaluate and score calls against established quality assurance instruments and standards
* Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
* Supports and communicates business goals, quality standards, processes and procedures and policies
* Ensures the call center agents adhere to predetermined quality assurance standards and the businesss standard operating procedures
* Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
* Provides performance expectations, action plans and development plans to improve call quality
* Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined.
Desired Candidate Profile
* Strongly prefer 2+ years of experience within the Customer Care Center
* Ability to analyze Quality issues and performance measures
* Proficient knowledge of Care Center procedures, Quality Assurance processes
* Requires solid analytical, organizational, troubleshooting and problem solution skills
* Excellent Communication Skills, Hindi Mandatory, Regional Language(Kannada Or Tamil) is an added advantage
* Strong logical skills
Please contact MS Sneha Nambiar HR 'mobile no' given below.