Location
Delhi | India
Job description
Key Responsibilities
- Listen to recorded or live customer service calls to evaluate and assess
agent performance.
- Analyze calls against predefined quality metrics and standards.
- Identify areas where agents excel and areas that need improvement.
Quality Assessment - Develop and maintain a standardised evaluation process to measure call
quality.
- Score calls based on predefined criteria, such as adherence to scripts,
professionalism, accuracy, and resolution of customer issues.
- Provide objective feedback to customer service representatives to help
them improve their performance.
Feedback And Coaching - Conduct regular feedback sessions with agents to discuss call evaluation
results.
- Provide constructive feedback and coaching to help agents enhance
their skills and meet performance goals.
- Collaborate with supervisors and managers to create individual
improvement plans for underperforming agents.
Process Improvement - Collaborate with training teams to develop and update training materials
and programs.
- Participate in the development of new processes and best practices to
enhance overall call quality.
Compliance And Documentation - Ensure that agents comply with company policies, procedures, and
industry regulations.
- Maintain detailed records of call evaluations and feedback sessions.
Continuous Learning - Stay updated on industry trends and best practices in call center quality
assurance.
Required Skills & Responsibilities - Detail-oriented
- Active listening
- Fault finding and gap analysis skills
- Honesty
- Integrity
- Coaching skills
- Minimum 2 years of experience in audit at the BPO level for chat, email,
and calls.
Skills: coaching skills,quality control,gap analysis skills,fault finding,quality analysis,detail-oriented,integrity,quality check,active listening
Job tags
Salary
