Key Responsibilities

 Monitor and evaluate inbound and outbound customer calls based on defined quality parameters.

 Conduct regular call audits and maintain accurate quality assessment reports.

 Ensure agents follow prescribed SOPs, scripts, compliance requirements, and quality standards.

 Identify gaps in communication, process adherence, call handling, and customer service.

 Provide timely and constructive feedback to agents and identify areas for improvement.

 Conduct calibration sessions with the Operations and Quality teams.

 Prepare and share daily, weekly, and monthly quality reports.

 Identify recurring quality issues and highlight them to the Operations/Management team.

 Work closely with Team Leaders and Operations Managers to improve agent performance.

 Track corrective actions and monitor improvement after feedback/coaching.

 Participate in process training and refresher sessions.

 Ensure adherence to company policies and process guidelines.

 Maintain confidentiality of customer and company information.

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Quality Analyst(voice process) (Mumbai)
🏢 Qgroups
📍 Mumbai