We are seeking a highly experienced continuous improvement expert/analyst with a strong background in call center operations, inside sales environments, or BPO performance management. The ideal candidate should have 5+ years of hands-on experience analyzing customer or sales interactions, identifying operational gaps, and driving measurable performance improvements.

Key Experience Skills Required

1. Relevant Industry Experience (5+ Years)
Proven experience working in a call center, BPO, telesales, customer service, or inside sales environment with direct exposure to performance analysis, quality monitoring, or operations improvement initiatives.

2. Call Review Coaching Insight Capability
Solid ability to review recorded calls, live interactions, and customer conversations to identify strengths, weaknesses, missed opportunities, compliance concerns, and coaching needs. Candidate should be able to translate observations into actionable feedback for managers and agents.

3. Strong Understanding of Operational KPIs
Hands-on knowledge of key business and contact center performance metrics, including but not limited to:

- Conversion Rate
- Close Rate
- Appointment Show Rate
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Escalation Rate
- Retention / Save Rate
- Productivity / Utilization Metrics

Candidate should understand how these metrics connect to business outcomes and customer experience.

4. Advanced English Listening Communication Skills




Excellent spoken English comprehension with the ability to accurately understand accents, tone, objections, intent, and customer sentiment across recorded calls. Strong written English skill - summarizing findings and presenting recommendations clearly.

5. Reporting Data Analysis Skills
Strong working knowledge of Microsoft Excel including:

- Pivot Tables
- VLOOKUP / XLOOKUP
- Basic formulas and trend analysis
- Data cleansing
- Performance dashboards
- Weekly / monthly reporting

Exposure to BI tools such as Microsoft Power BI or Qlik Sense is an added advantage.

6. Recommendation Writing Problem Solving
Ability to convert data and call observations into concise, practical, and business-focused recommendations. Candidate must be solution-oriented and able to suggest specific actions that improve revenue, service quality, or efficiency.

Preferred Candidate Traits

- Highly analytical and detail-oriented
- Commercially aware and results-driven
- Able to work independently with minimal supervision
- Comfortable presenting findings to leadership
- Strong sense of accountability and urgency
- Experience in US-market sales or customer service processes is highly preferred

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Continuous Improvement Expert/Anayst (India)
🏢 411 Locals
📍 India