Quality Analyst - Customer Care Voice Process

Key Responsibilities:

- Audit the number of calls as per the target on a daily basis
- Following the parameters as per the client requirements.
- Record feedback and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer experience
- Bring in necessary changes to the process and constant updation of call center core process
- Attend call calibration
- Supervising, developing & improving Call Quality
- Ensure continuous improvement in business processes.

Keyskills