Call Quality Analyst

Job Summary:

We are seeking an Auditor to join our Quality Assurance team. As an Auditor, you will be responsible for monitoring and evaluating the quality of calls handled by our agents. Your primary task will be to listen to recorded calls, and transcribe the calls into English words.

Key Responsibilities:

1. Listen to recorded calls: Listen to the calls recorded by our agents to assess the quality of service provided.

2. Transcribe calls into English words: Transcribe the calls into English words, capturing the conversation between the agent and the customer.

3. Evaluate call quality: Evaluate the quality of service provided by the agent, including factors such as communication skills, problem-solving, and adherence to company policies.

4. Identify areas for improvement: Identify areas where agents require additional training or coaching to improve their performance.

5. Provide feedback and recommendations: Provide feedback and recommendations to the Quality Assurance team and agents on areas for improvement.

6. Maintain accuracy and attention to detail: Maintain high levels of accuracy and attention to detail while transcribing calls and evaluating call quality.