Call Quality Analyst - BPO

Job Description

Job Overview: As Quality Analyst for at Vindhya, you will play a crucial role in ensuring that all customer interactions are of the highest quality and meet the company's standards. Your primary responsibility will be to monitor, evaluate, and provide feedback on customer interactions handled by the agents. Your aim will be to improve overall customer experience, agent performance, and adherence to organizational guidelines. Responsibilities: Call Monitoring and Evaluation: Performance Analysis: Training and Coaching Reporting and Documentation Root Cause Analysis: Continuous Improvement: Calibration Sessions: Qualifications: 1. Bachelor's degree or PUC with an equivalent experience as a Quality Analyst. 2. Proven experience as a Quality Analyst or a similar role in a BPO environment. 3. Excellent listening, analytical, and problem-solving skills. 4. In-depth knowledge of customer service principles and practices. 5. Familiarity with relevant call center software and/or tools as applicable. 6. Strong attention to detail and ability to multitask effectively. 7. Outstanding communication skills, both written and verbal. 8. Ability to provide constructive feedback in a positive and encouraging manner. 9. Flexibility to adapt to changing business needs and priorities. 10. A customer-centric mind set with a commitment to delivering exceptional service. Working place and Hours: 1. Work place: Vindhya Head Office Rajaji Nagar, Bangalore 2. General Shift: 9.30AM -6.30PM 3. Days: Monday to Saturday