Key Responsibilities:
Monitor Calls and Emails: Listen to and review recorded calls and emails to assess quality and adherence to company standards.
Evaluate Performance: Score interactions based on predefined criteria and provide feedback to customer service representatives.
Identify Trends: Analyse call and email data to identify trends, patterns, and areas for improvement.
Reporting: Prepare detailed reports on quality metrics and performance trends.
Training and Coaching: Provide coaching and training to customer service representatives based on evaluation results.
Compliance: Ensure that all interactions comply with company policies, procedures, and regulatory requirements.
Continuous Improvement: Recommend and implement strategies for continuous improvement in customer service quality
📌 Quality Analyst Thane
🏢 Raymond Realty
📍 Thane
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