Call Quality Analyst

Job description

Key Duties and Responsibilities - **Call Monitoring:** Listen to recorded or live calls to grade agent performance against a scorecard. - **Identify Gaps:** Find out where agents struggle and recommend extra training or coaching. - **Track Metrics:** Monitor performance data like **CSAT** (Customer Satisfaction Score) and **FCR** (First Contact Resolution). - **Process Improvement:** Spot recurring customer issues and suggest changes to scripts or company policies. Pay: ₹15,000.00 - ₹30,000.00 per month Benefits: - Paid time off - Provident Fund Work Location: In person