Speshally.nhs
Website:
speshally.com
Job details:
Job Title: Call Quality Analyst
Location: Marol, Andheri East, Mumbai (Onsite)
Experience: 1+ Years
Job Type: Full-Time
Notice Period: Immediate to 15 days
Job Description:
We are seeking a Customer Service Quality Analyst to evaluate and enhance customer interactions, ensuring top-notch service quality.
Key Responsibilities:
• Experience in a call center or customer support environment.
• Excellent communication and interpersonal skills.
• Monitor and evaluate customer interactions across calls, emails, chat, and other communication channels.
• Assess customer service representatives' performance against established quality metrics and company guidelines.
• Identify trends, strengths, and areas for improvement through data-driven analysis.
• Provide detailed feedback and coaching to customer service agents to enhance service quality.
• Maintain accurate records of quality assessments, feedback sessions, and performance trends.
• Proficiency in quality monitoring tools and customer service software.
• Knowledge of various feedback methodologies and RAG analysis.
• Utilize different feedback delivery styles to ensure effective communication.
• Expertise in Excel, graph analysis, and PowerPoint presentations.
• Create and present reports effectively using PowerPoint.
Qualifications:
• Bachelor's degree in any field with experience in quality analysis or auditing.
Languages:
English, Hindi, Marathi & any south indian Language.
Click on Apply to know more.