Key Responsibilities:

Call Quality Monitoring: Listen to and review recorded calls to ensure adherence to company policies, procedures, and quality standards.

Performance Evaluation: Assess and score calls based on predetermined criteria, including compliance, communication skills, problem-solving abilities, and customer satisfaction.

Feedback and Coaching: Provide constructive feedback to agents based on call evaluations, and work with team leaders to develop coaching plans to improve performance.

Reporting: Prepare detailed reports on call quality findings, identifying trends, and providing actionable insights to management.

Compliance Assurance: Ensure all calls meet regulatory and company compliance requirements.

Continuous Improvement: Participate in calibration sessions with other quality analysts and team leaders to maintain consistency and accuracy in call evaluations.

Training Support: Assist in developing training materials and conducting training sessions to improve call quality and customer service skills among agents.

Qualifications:

Experience:



1-1.5 years of experience in a call quality assurance or similar role or as a team leaders(BPO Sector Only)

Education: Bachelor’s degree in a relevant field is preferred.

Skills:

Excellent listening and analytical skills.

Strong verbal and written communication skills.

Attention to detail and a commitment to maintaining high quality standards.

Ability to provide constructive feedback in a positive and professional manner.

Proficiency in using call monitoring software and other relevant tools.

Good organizational and time management skills.

What We Offer:

Competitive salary and benefits package.

Opportunity to work with a dynamic and supportive team.

Career development and growth opportunities.

Pay: ₹30,000.00 - ₹60,000.00 per month

Benefits:

- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Support/ Quality assurance (India)
🏢 HRnest
📍 India