Role & responsibilities :

• Conduct Regular Audits (Voice | Chat | Email)
• Participates in design of call monitoring formats and quality standards
• Monitoring trends
• Should have an eye for detail & report non-compliance in audit findings
• Coordinates and facilitates call calibration sessions for call center staff
• Ensure coaching & amp; feedback is done for team members to improve overall customer experience
• Prepare and analyze quality reports for management review
• Good command in MS Excel

Preferred candidate profile :

• Proven work experience as a Quality Analyst or similar role.
• Excellent communication skills, both written and verbal
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels
• Ability to multitask, adapt and successfully operate in a fast paced environment
• Meticulous attention to detail
• Experience: 2+ years Qualification: Any Graduate