JOB RESPONSIBILITIES • Call Monitoring: 3 calls per week per Agent (max 25agents) • Feedback of every call audit to agent and guide agent for improvement towards a "WOW" call. • Actionable items discussed with agent needs to be in complete agreement and followed up regularly to see improvement. • Weekly calibration with TLs to improve team performance. • Onboarding of new agents, develop a training program (system, product, procedures and process training) • Rate agents based on their calls and work with TL to improve agent performance. DESIRED SKILLS / EXPERIENCE: • Graduate with 4-5 years of experience working in a call center with monthly sales targets • Min 2 years experience in a QA role in a call center with monthly sales targets. • Excellent Coaching Skills • Analytical skills • Good Excel skills to drill down reports quickly and arrive at conclusions. • Good English communication • Convincing and counselling Skills PERSONALITY: • Proactively uncovering opportunities for improvement • Social and approachable • Positive Outlook • Curiosity • Empathy

More about this Call Quality Analyst job

Prowess Consultancy is aggressively hiring for the job profile of Call Quality Analyst at Mumbai in CBD Belapur locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 28,000 INR and can go up to 32,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have completed Graduate degree and people who have 3 to 31 years are eligible to apply for this job. You can apply for more jobs in Mumbai to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job. 4. What are the timings of the job and how many working days are there? Ans. It is a Full Time job having timing from 9 AM - 6 PM and will have 6 working days i.e., Monday - Saturday. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Mumbai at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 02-Oct-2021. For more details, download apna app and find Full Time jobs in Mumbai. Through apna, you can find jobs in 74 cities across India. Join NOW!