- Conduct call audits to ensure compliance with quality standards and regulations.
- Analyze calls using tools like Call Audit, Call Monitoring, and Quality Analysis to identify areas for improvement.
- Coach team to improve their product knowledge and client interface skills and on floor query handling
- Plan and ensure adherence to a training plan with training team
- Prepare reports (individual and Manager wise) on a regular basis to track key performance indicators (KPIs) such as first call resolution rate, customer satisfaction score, etc.
- Collaborate with team members to resolve issues related to call quality and provide feedback for training purposes.
- Develop and maintain documentation of quality control processes, procedures, and guidelines.
Desired Candidate Profile
- 2-7 years of experience with expertise in call audit, call monitoring, call quality analysis
- Strong understanding of Excel, PowerPoint, Word, Outlook; ability to learn current software quickly.
- Excellent communication skills with ability to work effectively in a team environment.