19 Sep
|
Casagrand
|
Pune
Roles and Responsibilities
- Conduct call audits to identify areas of improvement in customer service quality.
- Monitor calls to ensure compliance with company standards and policies.
- Provide feedback to agents on their performance, highlighting strengths and weaknesses.
- Perform Pareto analysis to analyze data and identify trends in call quality metrics.
- Participate in call calibration sessions to align team members' expectations.
Desired Candidate Profile
- 2-4 years of experience as a Call Quality Analyst or similar role.
- Solid understanding of BPO industry practices and regulations.
- Excellent communication skills for effective collaboration with teams.
- Ability to work independently with minimal supervision.
📌 Call Quality Analyst (Pune)
🏢 Casagrand
📍 Pune