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Quality Analyst

2.00 to 3.00 Years   Gurugram   11 Jan, 2025
Job LocationGurugram
EducationNot Mentioned
SalaryRs 1.0 - 3.5 Lakh/Yr
IndustryPrinting / Packaging
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Call Monitoring: Listen to and evaluate recorded customer service calls to assessadherence to company standards, procedures, and policies. Quality Assurance: Identify areas of improvement in customer interactions andprovide actionable feedback to customer service representatives. Reporting: Generate detailed reports on call quality metrics, trends, and findings, andpresent these to management and relevant teams. Compliance: Ensure that all interactions comply with regulatory and companyguidelines, identifying any potential risks or issues. Training and Development: Collaborate with the training team to develop andimplement training programs based on identified gaps in performance. Process Improvement: Recommend process enhancements to improve customersatisfaction and operational efficiency. Collaboration: Work closely with team leaders and managers to ensure consistentquality standards across the customer service team. Documentation: Maintain accurate records of audit findings, feedback sessions, andaction plans

Keyskills :
call monitoringcall auditing

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