Call Quality Analyst

Gvk Emergency Management And Research Institute Gvk Emri

8 - 12 years

8 - 12 Lacs

Bhopal Madhya Pradesh India

Posted:2 days ago| Platform: Foundit logo

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Skills Required

Auditing performance evaluation Project Management Communication Skills Bpo Operations

Work Mode

On-site

Job Type

Full Time

Job Description

Call Quality Analyst

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.

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