Voice Quality Analyst Turnaround International
Turnaround International
Office Location
Full Time
Experience: 2 - 2 years required
Pay:
Salary Information not included
Type: Full Time
Location: All India
Skills: MS Excel, Customer Service, Data Analysis, Analytical skills, Call Auditing, Voice Quality Parameters, Telephone etiquette, Verbal, written communication
About Turnaround International
Job Description
Key Responsibilities Perform call audits to evaluate agent performance based on established Voice QC parameters. Assess calls for compliance, accuracy, tone, and telephone etiquette. Identify training needs and provide feedback to agents for performance improvement. Work closely with the training team to enhance call quality standards. Maintain and analyze call quality records using MS Excel and other reporting tools. Ensure adherence to company guidelines, industry standards, and compliance norms. Assist in quality calibration sessions to standardize evaluation processes. Identify recurring issues and suggest process enhancements. Stay updated on industry trends to improve overall service quality. Required Skills & Qualifications Minimum 2year of experience in call auditing for an international process. Strong understanding of voice quality parameters and evaluation methodologies. Excellent verbal and written communication skills in English. Proficiency in MS Excel for reporting and data analysis. Familiarity with telephone etiquette and best customer service practices. Ability to provide constructive feedback and identify improvement areas. Strong listening and analytical skills for call quality assessment. Ability to work in a fast-paced environment and manage multiple tasks effectively. Attention to detail and a proactive approach to problem-solving. Job Types: Full-time, Permanent Benefits: Health insurance Provident Fund Schedule: Day shift Fixed shift Monday to Friday US shift Work Location: In person Speak with the employer +91 8983060475,