Call Quality Analyst

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