Quality Assurance/ Analyst - Call Center
Scaller Boat Finnovation · Not specified · onsite · Posted 31d ago
Undisclosed3–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- Interaction Monitoring: Evaluate a set number of recorded or live calls/chats per agent weekly.
- Quality Scoring: Grade interactions based on a standardized scorecard (compliance, empathy, accuracy).
- Feedback & Coaching: Provide constructive, actionable feedback to agents and managers to improve skills.
- Calibration Sessions: Participate in meetings with team leads to ensure consistent evaluation standards across the center.
- Trend Analysis: Identify common errors, training gaps, and process issues, then report findings to management.
- Ensuring high service satisfaction, Measuring efficiency, Measuring problem resolution effectiveness. Adherence to legal and company policies.
- A Call Center Quality Assurance (QA) Specialist monitors, evaluates, and scores agent interactions (calls, chats, emails)
Sourced from naukri
Skills
QATrend AnalysisCall CenterQuality AssuranceLegalcomplianceCall center quality assuranceCoaching