Call Centre Quality Analyst

Job Description:

The Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. You will also help associates by training them on how to have great conversations, close sales, and build excellent rapport with customers. You will lead by example. When required, you will demonstrate by attending a live call/chat and showing how customer-winning conversations are done, to inspire the associates and team members. The QA will examine inbound calls, outbound calls, and live chat responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. You will assist your line manager in developing, creating, and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

Responsibilities:

• Participates in the design of call monitoring formats, scripts, and quality standards.
• Performs call/chat examinations and shares performance scores at team and individual levels.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Participates in preparing mock calls and conducting roleplays with the associates.
• Takes leadership initiative by regularly talking to a small set of customers to understand their needs and onboard them, thereby gaining expertise in customer acquisition.
• Records the best calls of self and other associates and uses them for ongoing improvement of associates' conversations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders, managers, and trainers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Performs other duties as assigned based on organizational needs.

Knowledge, Skill Set & Qualifications Required:

• 2-3 years of Call Center Sales and Quality Assurance Experience.
• Bachelor's Degree is a plus.
• Excellent verbal, written, and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be a self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability and writing proficiency.
• Ability to multitask and successfully operate in a fast-paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word and Excel).

Preferred:

• IND-Preferred.
• M/F

Benefits:

• Employment visa after successful training.
• Health insurance (once visa is done).
• 30 annual paid leaves with air return tickets.
• On-duty meals.

Working Days:

• 6 Days a Week.

Language:

• Urdu/Hindi-Mandatory.