Call Quality Analyst

Call Quality Analyst

GVK Emergency Management and Research Institute (GVK EMRI) is seeking a dedicated Call Quality Analyst to ensure the highest standards of service for our Dial 112 operations. In this role, you'll be responsible for performing quality audits of calls, evaluating call taker performance, and providing essential feedback to enhance overall service quality.

Role & Responsibilities:

• Perform quality audits of calls received from citizens.
• Evaluate the performance of call takers during calls based on parameters like understanding of the issue, quality of response, and behavior.
• Monitor the overall performance of agents during calls.
• Provide feedback to agents and ensure call quality.
• Set up and enforce quality standards/parameters for agents.
• Provide fortnightly reports on various parameters to the concerned government department in the desired format.
• Provide monthly reports on various parameters to the Police research team/PMU in the desired format.
• Cooperate with PMC (Project Management Consultant) and concerned government departments, furnishing data/reports as required by PMC.
• Handle any other tasks assigned by concerned government departments & PMC concerning Dial 112.

Qualifications:

• Any Graduate with excellent communication skills.

Experience Criteria:

• Minimum 08 years of overall experience.
• Minimum 05 years of experience in Quality Audit in a BPO/Call Center.