Responsibilities: Monitoring Calls:Listen to recorded calls made by telecallers. Evaluate call quality based on predefined criteria. Identify areas for improvement and provide constructive feedback. Quality Assurance:Ensure adherence to company policies, scripts, and guidelines during calls. Assess telecallers’ communication skills, product knowledge, and customer handling. Document findings and track performance metrics. Training and Coaching:Conduct training sessions for telecallers on call quality best practices. Provide ongoing coaching to enhance their skills. Address any gaps or challenges identified during evaluations. Process Improvement:Collaborate with telecalling teams to implement process improvements. Suggest modifications to scripts, call handling techniques, and customer interactions. Reporting:Generate regular reports on call quality metrics. Highlight trends, areas of concern, and improvement opportunities.

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Quality Analyst