Quality Analyst

Key Responsibilities: -

• 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: -

• Graduate in any stream
• Minimum 1-3 years of exp as a quality analyst in an international voice process.