Training and Quality Analyst
- Imarque Solutions
- 5 Positions
- Pune
- 2 months ago
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Job Description
- Key responsibilities
- Monitoring and evaluation: Regularly monitor phone calls, chats, and emails to assess agent performance against quality parameters.
- Performance analysis: Analyze call and performance data to identify trends, root causes of issues, and areas for improvement.
- Feedback and coaching: Provide regular, constructive, one-on-one feedback to agents to help them improve their skills and performance.
- Training and development: Assist in developing, implementing, and conducting training programs for new and existing agents to improve skill sets and ensure consistent service quality.
- Process improvement: Collaborate with operations teams to identify and implement process improvements that enhance overall service quality and customer satisfaction.
- Reporting: Prepare and share daily, weekly, or monthly reports and dashboards on agent performance, quality scores, and key findings with management.
- Compliance: Ensure all customer interactions and agent actions comply with company policies, procedures, and regulatory requirements.
- Education: A bachelor's degree or equivalent experience in a relevant field.
- Experience: Previous experience in call center/BPO quality assurance, training, or a related role is often required.
- Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Proficiency in customer service software and tools.
- High attention to detail.
- Ability to manage time efficiently and handle multiple tasks.
- Strong coaching and feedback skills.
- Need some one who can join on immediate basis.
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Care Executive (Call Centre)Functional Area: Not SpecifiedRole/Responsibilies: Training and Quality AnalystContact Details:
Company: Imarque SolutionsLocation(s): Pune+ View Contact
Keyskills: communication skills strong analytical skills problem solving
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₹ 1 to 4 Yr
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