Key Responsibilities: -Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters.Provide constructive feedback and coaching to agents to improve performance.identify gaps in communication, process adherence and customer handlingprepare and maintain quality reports, dashboards and analysis for leadership.support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.Qualification required: -Graduate in any streamMinimum 1-3 years of exp as a quality analyst in an international voice process.
Job Title
Quality Analyst