Key Responsibilities:

1. Call Monitoring and Evaluation

- Monitor, evaluate, and score outbound/inbound calls against established quality check instruments and standards.
- Review, evaluate, and score open and closed schedule calls to ensure compliance with quality standards.

1. Participation in Calibration and Communication Sessions

- Actively participate in calibration sessions, employee communication sessions, and assist in the creation of communication tools as needed.

1. Support Business Goals and Quality Standards

- Communicate and support the business goals, quality standards, processes, procedures, and policies effectively.

1. Adherence to Quality Assurance Standards

- Ensure call center agents adhere to predetermined quality assurance standards and the organization’s standard operating procedures.

1. Feedback and Reporting

- Monitor calls to provide constructive feedback regarding telephone etiquette, product information, and procedural adherence.
- Generate accurate and timely reports on a daily, monthly, and year-to-date basis, covering call quality, productivity, availability, and other key metrics as required.

Key Competencies
- Quick Learning




- Ability to quickly understand the company’s operations and adapt to current concepts and processes.
- Analytical Skills
- Proficient in analyzing call center data to generate valuable insights and predict customer trends.
- Attention to Detail
- Detail-oriented with the ability to track key quality assurance metrics for improvement strategies.
- Critical Thinking
- Capable of thinking critically and developing creative solutions to address problems.
- Organizational Skills
- Strong ability to organize and prioritize work effectively to meet deadlines.

Qualifications

- Excellent problem-solving and issue resolution skills.
- Solid analytical skills and technical comprehension.
- Outstanding written and verbal communication abilities.
- Exceptional interpersonal skills and customer care expertise.
- Keeping attention to detail and thoroughness in all tasks.
- Effective listening skills are essential.
- Ability to make recommendations for process and policy improvements based on report findings.

Job Location: Ahmedabad & Gandhinagar

📌 Quality Analyst (Ahmedabad)
🏢 Advantmed India
📍 Ahmedabad