Quality Analyst(Call Center) Hair O Craft

About Hair O Craft

Job Description

Key Responsibilities:1. Call Monitoring & Evaluation: Listen to live and recorded calls to assess agent performance. Evaluate customer interactions based on predefined quality parameters. Identify trends and areas for improvement. 2. Feedback & Coaching: Provide constructive feedback to agents to enhance their communication and problem-solving skills. Conduct training sessions to improve customer service, call handling, and adherence to protocols. Work with team leads and managers to develop performance improvement plans. 3. Quality Assurance & Compliance: Ensure adherence to company policies, procedures, and industry regulations. Maintain accuracy in scripts, call flows, and escalation procedures. Identify non-compliance issues and suggest corrective actions. 4. Reporting & Analysis: Generate reports on quality scores, trends, and agent performance. Analyze customer feedback and complaints to identify root causes. Recommend process improvements to enhance customer experience. 5. Process Improvement: Collaborate with management to refine quality standards and training materials. Suggest strategies to improve first-call resolution (FCR) and reduce call handling time. Stay updated on industry best practices and customer service trends. Required Skills & Qualifications: Bachelor's degree or equivalent experience in a call center environment. Proven experience as a Quality Analyst, Customer Service Trainer, or Call Center Supervisor. Strong knowledge of call center operations, metrics and quality monitoring tools. Excellent analytical, listening, and communication skills. Ability to provide effective feedback and coaching. Experience with CRM and call monitoring systems is a plus. Preferred Qualifications: Certification in Quality Assurance or Customer Service Management. Experience in a BPO, customer support, or telecom industry. Familiarity with speech analytics, AI-driven quality monitoring, and process automation tools. Work Location: In person Schedule: Day shift Morning shift Performance bonus Quarterly bonus Work Location: In person Speak with the employer* +91 9072229941 Job Types: Full-time, Permanent, Fresher Benefits: Health insurance Provident Fund Schedule: Day shift Morning shift Performance bonus Yearly bonus Work Location: In person Speak with the employer +91 9072229941,