Call Monitoring (QA) Progenesis Fertility Center

About Progenesis Fertility Center

Job Description

You are an experienced Quality Analyst (QA) responsible for monitoring and evaluating customer interactions in the calling process. Your role entails ensuring service quality, compliance, and continuous improvement in customer communication. Your key responsibilities will include monitoring and evaluating both inbound and outbound calls for quality assurance, ensuring adherence to company policies, scripts, and compliance guidelines, identifying areas of improvement and providing constructive feedback to agents, maintaining quality reports and analyzing performance trends, working closely with the training and operations team to enhance service standards, conducting regular audits, suggesting process improvements, and ensuring compliance with company and industry regulations. To excel in this role, you should have a minimum of 3 years of experience in call quality monitoring or a similar role, possess strong analytical and problem-solving skills, exhibit excellent communication, listening, and feedback-giving skills, be familiar with call monitoring tools, CRM software, and reporting systems, and have the ability to provide actionable insights for performance improvement. While not mandatory, experience in BPO, Customer Support, or Telecom industry and certification in Quality Assurance would be preferred qualifications. This is a full-time position based in Hiranandani Estate, Thane, Maharashtra. The work schedule is during the day shift, and proficiency in Marathi is required. As part of the benefits package, health insurance and Provident Fund are offered. If you meet the qualifications and are ready to take on the responsibilities of this role, we encourage you to speak with the employer at +91 9960109376.,