08 Aug
|
Mancraft Consulting
|
Mumbai
08 Aug
Mancraft Consulting
Mumbai
Job Description:
Job Description
Key Responsibilities
● Monitor and audit sales calls and voice interactions as per defined quality parameters.
● Evaluate agent performance based on compliance, communication, objection handling, and conversion effectiveness.
● Identify trends, recurring errors, and performance gaps through data analysis.
● Provide structured, constructive, and actionable feedback to improve agent performance.
● Deliver difficult feedback professionally while maintaining motivation and morale.
● Maintain quality scorecards, reports, and audit documentation.
● Work closely with Team Leaders and Training teams to recommend coaching interventions.
● Ensure adherence to SOPs, scripts, and customer handling standards.
● Use CRM systems and call recording tools for quality audits and analysis.
📌 Quality Analyst - Sales & Voice Process (Mumbai)
🏢 Mancraft Consulting
📍 Mumbai