Key Responsibilities
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• Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters.
• Provide constructive feedback and coaching to agents to improve performance.
• identify gaps in communication, process adherence and customer handling
• prepare and maintain quality reports, dashboards and analysis for leadership.
• support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR. Qualification required:
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• Graduate in any stream.
• Minimum 1-3 years of exp as a quality analyst in an international voice process.
• Digital ads or marketing Exposure must have.
📌 Quality Analyst (Gurugram)
🏢 TP
📍 Gurugram