Anveta - Quality Analyst

Role: Quality Analyst

Location: Powai Mumbai

Experience: 2+ years

Job Profile:

- Monitoring and evaluating call quality standards by studying inbound and outbound calls (recorded or side-by-side or barged), and conducting test calls to agents/service representatives on new products

- Assessing agent performance by measuring skills in use of scripts, product knowledge, sales and service ability greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call

- Providing timely and accurate feedback to agents and conducting monthly help sessions, as required

- Evaluating existing customer interaction/ campaign approaches by rating effectiveness of agents/ service representatives, providing quality ratings, identifying training needs, and helping the Training Manager in developing training programs

- Evaluating overall process performance and identifying gaps by conducting root-cause analysis

- Conducting quality audits

- Maintaining and updating quality assurance policies and procedures

- Identifying and implementing improvement initiatives

- Strong communication & Presentation skills

- Well versed with Excel