Title Quality Analyst

As a Quality Assurance Specialist in our organization, you will be responsible for monitoring and evaluating both inbound and outbound calls as well as emails to assess the performance of our customer service representatives. Your role will involve analyzing the demeanor, technical accuracy, and adherence to company policies and procedures displayed by our representatives during customer interactions. One of your key responsibilities will be to provide detailed feedback to agents based on your evaluations, highlighting their strengths and areas for improvement. By conducting root cause analysis, you will identify and resolve quality issues, and make recommendations for process improvements to enhance overall customer service performance. In this role, you will track and analyze data related to quality metrics such as call handling time, resolution rates, and customer satisfaction. This data analysis will help you identify trends and opportunities for training and development programs aimed at improving the performance of our customer service team. Collaboration is vital, and you will be expected to participate in calibration sessions with supervisors and managers to ensure consistency and accuracy in evaluations. Your role will also involve developing and maintaining comprehensive QA documentation, including evaluation forms, guidelines, and criteria, to support the quality assurance process. Additionally, you will play a key role in the development and implementation of quality assurance initiatives and training programs. It is essential to stay updated on industry best practices and standards related to call center operations and customer service to ensure that our team is operating at the highest level of efficiency and effectiveness. Job Types: Full-time, Fresher, Permanent Ability to commute/relocate: Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): Expected Salary Education: Bachelor's (Preferred) Experience: QA Call Centre: 2 years (Preferred) Location: Kochi, Kerala (Preferred),