Main responsibilities Listen to recorded or live customer calls. Check communication skills, accuracy, professionalism, empathy, and adherence to scripts/processes. Identify errors such as incorrect information, compliance violations, or poor customer handling.
Provide feedback and coaching to agents. Prepare quality reports and track agent/team performance. Identify recurring issues and suggest process improvements. Work with Team Leaders, Operations, and Training teams to improve call quality.
Conduct calibration sessions to ensure QA scores are consistent.
Shift
Timings(6:00am to 3:00pm) {Monday to Saturday} (8:00am to 5:00pm) {Monday to Saturday} (3:00pm to12:00am){Monday to Saturday} Cab facilities for Odd hours are available. For applying please share your CV to
[email protected] or share cv to HR Priyadarshini @(phone hidden)
📌 Quality Analyst (Kolkata)
🏢 TELEMINDS INFOTECH
📍 Kolkata