Call Quality Analyst @ Anoop Consultancy

Job Description

• Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction.
• Performs call monitoring and provides trend data, quality reports, and feedback to Director, concern department head.
• Monitor calls to ensure sales.
• Quality check about product knowledge, policies, and procedures, terms & condition.
• Meet with reporting head, Counsellor, Faculty and Trainers on actions plans.
• Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines, Create quality score cards to track performance levels
• Identify and support other opportunities for quality improvement across the team
• Documenting quality issues of the call counsellor wise , performance measures and quality improvements for management review.
• Assists with development of the revenue center training .
• Models and shares best practices with team members with ability to receive feedback and act when appropriate.

Qualification  & Skills/Experience-:

Education- HSC/Graduate

• Strongly prefer 2+ years of experience within the Customer Care Center/ Quality Assurance
• Fluent in English & Marathi.
• Ability to analyze Quality issues and performance measures, Keen attention to detail
• Requires solid analytical, organizational, trouble shooting and problem solution skills.
• Ability to elicit, gather and analysis data.
• Previous experience in a Customer Service organization and call center required.
• Excellent listening, verbal, written, and interpersonal communication skills
• Good judgment and decision-making capabilities, deadline-oriented.

Employement Category:

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Keyskills:   call monitoring call quality quality call analyst