Call Quality Analyst

Call Quality Analyst

GVK Emergency Management and Research Institute (GVK EMRI) is seeking a dedicated Call Quality Analyst to ensure the highest standards of service for our Dial 112 operations. In this role, you'll be responsible for performing quality audits of calls , evaluating call taker performance, and providing essential feedback to enhance overall service quality.

Role & Responsibilities :

• Perform quality audits of calls received from citizens.
• Evaluate the performance of call takers during calls based on parameters like understanding of the issue, quality of response, and behavior.
• Monitor the overall performance of agents during calls.
• Provide feedback to agents and ensure call quality.
• Set up and enforce quality standards / parameters for agents.
• Provide fortnightly reports on various parameters to the concerned government department in the desired format.
• Provide monthly reports on various parameters to the Police research team / PMU in the desired format.
• Cooperate with PMC (Project Management Consultant) and concerned government departments, furnishing data / reports as required by PMC.
• Handle any other tasks assigned by concerned government departments & PMC concerning Dial 112.

Qualifications :

Experience Criteria :

Skills Required

Quality Analysis, Auditing, Project Management, Communication Skills, Bpo Operations