Quality Analyst DigiInd
DigiInd
Office Location
Full Time
Experience: 3 - 3 years required
Pay:
Salary Information not included
Type: Full Time
Location: Siliguri
Skills: Call monitoring, performance evaluation, Data Analysis, compliance monitoring, Feedback, coaching, Identifying Training Needs
About DigiInd
Job Description
Call monitoring:Actively listening to live or recorded customer service calls to assess agent performance against quality standards. Performance evaluation:Using established quality metrics to evaluate agent behaviors like greeting customers, active listening, problem-solving, and adherence to company policies. Feedback and coaching:Providing constructive feedback to agents, highlighting areas of strength and improvement, and offering targeted coaching to enhance performance. Data analysis:Analyzing call data to identify trends, patterns, and areas where improvements can be made across the team. Identifying training needs:Recognizing gaps in agent knowledge or skills and recommending relevant training programs. Compliance monitoring:Ensuring agents are adhering to company policies and regulatory requirements during customer interactions. Job Types: Full-time, Permanent Benefits: Health insurance Leave encashment Life insurance Provident Fund Schedule: Day shift Morning shift Rotational shift Performance bonus Yearly bonus Ability to commute/relocate: Siliguri, West Bengal: Reliably commute or planning to relocate before starting work (Required) Education: Bachelor's (Required) Experience: Quality Analyst-BPO: 3 years (Required) Language: English & Hindi (Required) Work Location: In person Speak with the employer +91 8768876817,