We are seeking a detail-oriented Call Quality Analyst to monitor, assess, and enhance the quality of customer interactions in our call center. The ideal candidate will have a solid understanding of call quality metrics, coaching best practices, and proficiency in using 7 QC tools to analyze data and drive continuous improvement.
Key Responsibilities:
Monitor and evaluate inbound and outbound customer calls against defined quality standards.
Identify trends, errors, and improvement opportunities by analyzing quality data using 7 QC tools:
* Cause and Effect Diagram (Fishbone)
* Check Sheet
* Control Charts
* Histogram
* Pareto Chart
* Scatter Diagram
* Flow Chart
* Conduct root cause analysis and recommend corrective actions to improve performance.
* Collaborate with training and operations teams to address quality gaps and implement improvements.
* Prepare and present quality reports, insights, and actionable feedback.
* Assist in designing call quality scorecards and calibration sessions.
* Support compliance and regulatory adherence through quality monitoring.
Required Skills and Qualifications:
* Bachelors degree in any discipline (preferred: Business, Statistics, or related fields).
* 2+ years of experience in a call center quality assurance or customer service role.
* Robust understanding and hands-on application of 7 QC tools.
* Proficient in MS Excel, Google Sheets, and reporting tools.
* Excellent communication, analytical, and interpersonal skills.
* Ability to identify process improvement opportunities and drive change.
* Certification in Six Sigma, Lean, or QA methodologies (preferred).
Preferred Qualifications:
* Experience with CRM and call recording platforms (e.g., NICE, Avaya, Genesys, Five9).
* Knowledge of ISO standards or COPC framework is a plus.
Interested candidate can share thier resume on (phone hidden)(Vishal Kumar)