• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 15th Nov 2022

Performs call monitoring and assessment of Call Center Associates for both inbound and outbound calls.

Participates in internal listening sessions.

Assists Quality Manager in providing standard weekly and monthly reporting within predetermined reporting parameters.

Provides regular feedback to Quality Leadership regarding call trends or compliance issues that may arise.

Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.

Assists with the creation and updating of procedure/training manuals.

Maintains overall objectivity in supporting consistent and superior customer service.

Monitoring and auditing calls for assigned employees

Audit calls and give feedback on strength and developmental areas to improve employees sales performance

Ensuring achieving the assigned monthly audit

Using quality monitoring data management system to compile and track performance at individual level and share feedback

Requirements

Desired Candidate Profile

Any Bachelors Degree

3 - 4 years of experience in auditing calls , quality assessment shall be preferred

Good interpersonal skills and communication with all levels of management.

Key Responsibilities

Analyse /Audit Calls to identify the areas of Improvement which did not meet the predefined performance standards of the Medvarsity.

Provides Structured and timely feedback of the audits Verbal/Written to all the stakeholders within the organization and help ISMs in improving their performance.

Performs Mock -Calls with new hires post-training to determine readiness for moving into teams.

Quality Analyst is responsible for facilitating calibration/group session regarding quality programs

Need the ability to work in a constructive, unbiased and collaborative manner by establishing positive work relationship & partnering with the Leadership team & Training Team.

This Position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

The Quality Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the sales team leader and monitors the result of the stated recommendation