Job Purpose:

The Call Center Quality Assurance Analyst is responsible for evaluating customer interactions with call center representatives to ensure adherence to company policies and procedures, as well as identifying areas for improvement in training, coaching and performance management.

Key Responsibilities:

• Monitor and evaluate customer service interactions to ensure compliance with company policies and procedures.
• Provide coaching and feedback to call center representatives based on evaluations and recommend corrective actions when necessary.
• Develop and maintain quality assurance programs and processes to ensure ongoing compliance with regulatory requirements and industry standards.
• Identify trends and patterns in customer interactions and provide insights and recommendations to management for process improvements and training needs.
• Analyse and report on key performance indicators (KPIs) related to call center quality, such as customer satisfaction scores, call duration, call handling time, etc.
• Collaborate with call center leadership to implement training and coaching programs to improve call center quality.
• Participate in call calibration sessions with call center leadership and other stakeholders to ensure consistency and accuracy of evaluations.
• Assist in the development of new policies, procedures and training materials as needed.
• Stay current with industry trends and best practices in call center quality assurance.

Key Requirements:

• Bachelor's degree or equivalent work experience.
• Minimum of 6 months to 1 year of experience in call center quality assurance or related field.
• Knowledge of call center operations and customer service principles and practices.
• Strong analytical skills with the ability to analyze data, identify trends, and make data-driven recommendations.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively with cross-functional teams.
• Proficiency in Microsoft Office applications, particularly Excel.
• Familiarity with call center quality assurance tools and software.
• Strong attention to detail and ability to multitask in a fast-paced environment.

BUSINESS LOCATION & WALK-IN INTERVIEW LOCATION

Pay: ₹264,000.00 - ₹300,000.00 per year

Education: Bachelor's (Preferred)

Walk-in Date: 18 November 2024

Reporting Time: 10 AM to 11 AM

Venue: WyzMindz Solutions Private Limited

Address: 19/3, 3rd Floor, Srinivasa Industrial Estate Behind RMS International School & PU College, Kanakapura Rd, Konanakunte, Bengaluru, Karnataka 560062

Landmark: Near Yelachenahalli Metro Station, Kanakapura Road

Google Map: https://goo.gl/maps/mNN9R37hG4UsP4rN8

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