WE ARE HIRING | Call Quality Analyst | Policybazaar
We are looking for a energetic Call Quality Analyst to join our team across Gurgaon location
?Gurgaon: Proficiency in English and Hindi
Key Responsibilities:
1. Monitor & Audit: Evaluate customer service and sales calls based on defined quality, compliance, and process adherence parameters.
2. Feedback & Coaching: Provide timely, constructive, and actionable feedback to agents and team leaders to improve performance and soft skills.
3. Reporting: Maintain accurate quality scorecards and prepare comprehensive audit reports using MS Excel.
4. Calibration: Conduct calibration sessions with stakeholders to ensure consistent scoring standards across the board.
5. Process Improvement: Perform root cause analysis to identify recurring trends, process gaps, and training needs.