Quality Analyst

Job description

Job Title : Call Quality Analyst

Department : Contact Center

Location : Hyderabad

About us

Nspira is a leading Education Management Services company which enables Narayana Group to operate 600+ branches seamlessly. A parent company of the Narayana Group is one of Asia's largest educational conglomerates where approximately 50,000+ teaching and non-teaching faculty provide world class education for more than 6,00,000+ students. Spread across 23 states in India, the Narayana family is home to a flourishing academia with 300+ schools, 300+ junior colleges and 8 professional colleges. We are also PE Funded and a professionally run organization.

Log on to www.narayanagroup.com & www.nspira.in for additional info!

Roles & Responsibilities

Candidate will be responsible for monitoring of Call quality and sharing Actionable insights which will be aligned to Key performance metrics.

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback and coaching to relevant Stake holders.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

• 2-3 years Call Centre Experience as Quality agent.
• Bachelor Degree a plus
• Excellent verbal, written and interpersonal communication skills;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills and Time management Skills;
• Must be proficient with Microsoft Office (intermediate Word, basic Excel);
• Tamil, Kannada, English, Hindi, Telugu Multi Language preferred (Tamil and Kannada must)