Job Description

Key Responsibilities

Call Monitoring:

Listen to live or recorded calls to assess how agents handle customer interactions.

Performance Evaluation:

Score agents based on specific metrics, such as communication skills, product knowledge, adherence to scripts, and professionalism.

Compliance Checks:

Ensure that customer service interactions comply with legal, regulatory, and internal company policies.

Feedback and Coaching:

Provide constructive and actionable feedback to agents to help them improve performance and address identified weaknesses.

Reporting and Analysis:

Document audit findings, identify trends, and prepare detailed reports for management to highlight strengths and areas for improvement.

Process Improvement:

Collaborate with other teams to suggest process improvements that can enhance the overall quality of customer interactions.

Essential Skills and Qualifications

Strong Attention to Detail:

Crucial for accurately evaluating calls and identifying subtle issues.

Communication Skills:

Necessary for providing clear and constructive feedback to agents and communicating findings to management.

Customer Service Experience:

Familiarity with customer service environments and best practices is highly beneficial.

Analytical Skills:

Ability to analyze call data, identify trends, and translate findings into actionable insights.

Quality Assurance Knowledge:

Experience in quality analysis and call auditing.

Computer Proficiency:

Skills in using CRM systems and other tools for recording and analyzing calls. Proficient in using MS Excel.

Role:

Quality Assurance - Other

Industry Type: Emergency

Medical Services

Department:

Quality

Employment Type:

Full Time, Permanent

Education

UG:

Any Graduate

Job Types: Full-time, Permanent

Pay: Up to ₹16,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person