- Conduct call audits to ensure compliance with quality standards and identify areas for improvement.
- Monitor calls to assess agent performance, provide feedback, and coach agents on quality issues.
- Analyze data from call recordings to measure call quality metrics such as first-call resolution rate, average handling time, and customer satisfaction scores.
- Collaborate with training team to develop targeted training programs based on findings from call audits. Job
Requirements:
- 1-6 years of experience in a similar role within the BPO/Call Centre industry.
- Solid understanding of call monitoring, call audit, and call quality processes.
- Ability to analyze data from various sources (e.g., CRM systems) to inform business decisions.
📌 Customer Service Executive (Mumbai)
🏢 Lumina Datamatics
📍 Mumbai
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