Call Quality Analyst Job in Waaree Energies
- RLabs Enterprise
- 2 to 6 Yrs
- Other Gujarat
- 5 months ago
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Job Description
- Position: Call Quality Analyst Position Objective: . Quality Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call ,emails and chatbot responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as would be responsible to train the associates as needed to enhance the over Waaree customers experience Roles & Responsibilities: 1. Participates in design of call monitoring formats and quality standards. 2. Performs call monitoring and provides trend data to site management team. 3. Uses quality monitoring data management system to compile and track performance at team and 4. individual level. 5. Performs monitors of customer care email responses and chat bot conversation with customer. 6. Participates in customer and client listening programs to identify customer needs and expectations. 7. Provides actionable data to various internal support groups as needed. 8. Coordinates and facilitates call calibration sessions for call center staff. Requirements: Excellent verbal, written and interpersonal communication skills; Outstanding customer service skills and dedication to providing exceptional customer care; Must be self-motivator and self-starter; Focus on quality and customer service; Exceptional listening and analytical skills; Must be able to effectively deal with people at all levels inside and outside of the Company; Creative ability & writing proficiency; Must be proficient with Microsoft Office (intermediate Word, basic Excel); Education & Experience: Bachelors Degree 2-3 years Call Center Experience Location: Surat,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Call Quality Analyst Job in Waaree EnergiesContact Details:
Company: Waaree EnergiesLocation(s): Other Gujarat+ View Contact
Keyskills: Verbal communication Written communication Interpersonal communication Customer service Analytical skills Microsoft Office
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