Call Quality Analyst

Frankfinn Air Hostess Training Institute

Vashi, Navi Mumbai

₹25,000 - ₹40,000 monthly

Fixed

25000 - ₹40000

Earning Potential

40,000

Work from Office

Full Time

Min. 2 years

Good (Intermediate / Advanced) English

Job Details

Interview Details

Job highlights

Urgently hiring

35 applicants

Job Description

Monitor and Evaluate Calls: Regularly listen to and assess inbound and outbound calls to ensure adherence to company standards, customer service quality, and compliance protocols.


Identify Areas of Improvement: Analyze call data to detect trends, common errors, or performance gaps, and provide constructive feedback to enhance agent performance.


Prepare Quality Reports: Document evaluation results and create detailed quality reports for management, highlighting key findings and recommendations.


Provide Coaching and Feedback: Collaborate with team leaders to deliver effective coaching sessions based on call evaluations and support continuous agent development.


Ensure Compliance: Ensure all customer interactions are aligned with internal policies, industry regulations, and data protection laws.


Develop QA Guidelines: Assist in developing and updating quality assurance standards, scorecards, and processes to ensure consistency across all evaluations.


Collaborate with Cross-functional Teams: Work closely with training, operations, and customer support teams to address quality issues and drive process improvements.


Maintain Call Recording Systems: Ensure proper functioning of call monitoring tools and maintain an organized database of evaluated calls and records.


Meet-Hr Vartika 9971852266

E-mail ID- vartika.nanda@frankfinn.com

Job role

Work location

Sector 30, Vashi, Navi Mumbai, Maharashtra, India

Department

Quality Assurance

Role / Category

Business Process Quality

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Min. 2 years

Education

Graduate

English level

Good (Intermediate / Advanced) English

Regional language

Fluent in speaking Marathi

Degree/ Specialisation

Any Bachelor

Age limit

18 - 33 years

Gender

Any gender

About company

Name

Frankfinn Air Hostess Training Institute

Address

Sector 30, Vashi, Navi Mumbai, Maharashtra, India

Job posted by Frankfinn Air Hostess Training Institute

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