Key Responsibilities:
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.
Participation in Calibration and Communication Sessions
Actively participate in calibration sessions, employee communication sessions, and assist in the creation of communication tools as needed.
Support Business Goals and Quality Standards
Communicate and support the business goals, quality standards, processes, procedures, and policies effectively.
Adherence to Quality Assurance Standards
Ensure call center agents adhere to predetermined quality assurance standards and the organization’s standard operating procedures.
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 listenin

📌 Quality Analyst (Ahmedabad)
🏢 Advantmed India
📍 Ahmedabad