Quality Analyst

Job description

Key Responsibilities :

Call Monitoring : Listen to and evaluate recorded customer service calls to assess

adherence to company standards, procedures, and policies.

Quality Assurance : Identify areas of improvement in customer interactions and

provide actionable feedback to customer service representatives.

Reporting : Generate detailed reports on call quality metrics, trends, and findings, and

present these to management and relevant teams.

Compliance : Ensure that all interactions comply with regulatory and company

guidelines, identifying any potential risks or issues.

Training and Development : Collaborate with the training team to develop and

implement training programs based on identified gaps in performance.

Process Improvement : Recommend process enhancements to improve customer

satisfaction and operational efficiency.

Collaboration : Work closely with team leaders and managers to ensure consistent

quality standards across the customer service team.

Documentation : Maintain accurate records of audit findings, feedback sessions, and

action plans

interested candidate can contact through

email id - mayur.soni@white-force.in

call on - 6264800151