Main responsibilities
- Listen to recorded or live customer calls.
- Check communication skills, accuracy, professionalism, empathy, and adherence to scripts/processes.
- Identify errors such as incorrect information, compliance violations, or poor customer handling.
- Provide feedback and coaching to agents.
- Prepare quality reports and track agent/team performance.
- Identify recurring issues and suggest process improvements.
- Work with Team Leaders, Operations, and Training teams to improve call quality.
- Conduct calibration sessions to ensure QA scores are consistent.
- Shift Timings(6:00am to 3:00pm) {Monday to Saturday}
(8:00am to 5:00pm) {Monday to Saturday}
(3:00pm to12:00am){Monday to Saturday}
Cab facilities for Odd hours are available.
For applying please share your CV to
[email protected]
or share cv to HR Priyadarshini @(phone hidden)
📌 Quality Analyst (Voice) (Kolkata)
🏢 TELEMINDS INFOTECH
📍 Kolkata