Call Quality Analyst Job in
- Oracle
- 3 to 7 Yrs
- Kochi
- 3 months ago
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Job Description
- Key Responsibilities: 1.Monitor and Evaluate Calls: Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. 2.Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Provide constructive feedback to sales representatives based on call evaluations. Work with sales managers to identify training needs and areas for improvement. Conduct one-on-one coaching sessions with sales representatives to enhance their skills. 3. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Generate reports on call quality and performance metrics. Analyse data to identify areas for improvement and track the effectiveness of training programs. Present findings and recommendations to senior management. 4. Compliance and Process Improvement: Ensure all sales calls are compliant with company policies, legal regulations, and industry standards. Identify common issues or trends in sales calls and recommend process improvements to enhance overall team performance. Identify trends and patterns in sales calls that impact performance. Ensure compliance with regulatory requirements and company policies. Develop and update call evaluation criteria and scorecards. Process Improvement Recommend changes to sales scripts and processes to improve customer interactions. Stay updated on industry best practices and incorporate them into the sales process. Work with cross-functional teams to implement process improvements. Job Type: Full-time Schedule: Day shift Education: Bachelor's (Preferred) Experience: 4G/LTE: 3 years (Preferred) Work Location: In person Speak with the employer +91 hidden_mobile Application Deadline: 17/02/2025,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: Call Quality Analyst Job in
Contact Details:
Company: ChavaraMatrimony.comLocation(s): Kochi
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Keyskills: Monitoring Calls Evaluation Feedback Coaching Reporting Documentation Compliance Process Improvement Sales Customer Interaction Data Analysis Presentation Skills
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