Call Quality Analyst
- Justdial
- 1 - 5 years
- Mohali, Chandigarh
- 5 months ago
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Job Description
Role & responsibilities
- Audit telemarketing calls to identify deviations from standard practices.
- Provide coaching and feedback to agents based on call audits.
- Conduct quality sessions and refresher training for agents.
- Organize mock certification for MKTG & CIC teams.
- Implement activities like dipstick checks to assess staff knowledge and motivation.
- Maintain and prepare reports based on monthly audit observations.
- Make outgoing calls to clients for C-Sat (Customer Satisfaction) surveys.
- Ask pre-determined audit questions during evaluations.
- Submit daily audit reports and publish a daily defaulter list.
- Coordinate with Field Managers to share audit feedback.
- Publish a monthly C-Sat Dashboard.
- Conduct ad hoc audits for the branch as required.
Preferred candidate profile
- Must be a graduate.
- Minimum 1 year of experience in the Quality domain.
- Experience in Sales Process (Voice) is required.
- Strong communication skills (written and verbal).
- Willingness to work from the office.
- Proficiency in MS Office and MS Excel.
- Six Sigma certification is an added advantage.
- Ability to meet deadlines and work under pressure.
Perks and benefits
- General office environment: Works generally at a desk in a well-lighted, air-conditioned.
- Cubicle/office, with moderate noise levels.
- 5 Days Working with Sunday Fixed off and the other off would be rotational .
- Office timing will be Day Shift
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Call Quality AnalystEmployement Type: FreshersContact Details:
Company: JustdialLocation(s): Mohali, Chandigarh
Keyskills: Call Quality Call Monitoring Quality Monitoring Coaching Call Audit Feedback Call Calibration 7Qc Calibration
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Justdial
Justdial is a leading internet technology company headquartered in Mumbai, India. As Indias No.1 Local Search engine, we provide comprehensive services for various businesses and services across the country. With a Pan India presence and 11 offices, our dedicated team of over 8000 employees is co...
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