Call Quality Analyst (US BPO) Job

US CALL QUALITY ANALYST
EXCELLENT COMMUNICATION SKILLS
MIN EXP IN WORKING WITH INTERNATIONAL BPO COMPANIES AS A QA
SALARY - UPTO 45K
5 DAYS WORKING, 2 WEEK OFFS

Job Overview
RankBloc Services is seeking a dedicated Call Quality Analyst for our US BPO division. This is a full-time, mid-level position based in Mumbai, Thane, or Mumbai Suburban. The ideal candidate will have 4 to 6 years of relevant work experience, demonstrating exceptional skills in quality assurance and call monitoring within a BPO environment.

Qualifications and Skills
Quality Assurance, ensuring adherence to standards and protocols for improved call quality (Mandatory skill)
Call Monitoring, to evaluate and enhance performance (Mandatory skill)
Communication Skills, both verbal and written, to provide effective feedback and drive improvements (Mandatory skill)
Feedback Analysis, the ability to critically assess and interpret feedback to motivate change
Attention to Detail, ensuring no aspect of the call quality process is overlooked
Problem Solving, identifying issues swiftly and developing robust solutions
Analytical Skills, to interpret data and derive actionable insights
Technical Proficiency, in handling call quality monitoring tools and other related software

Roles and Responsibilities
Conduct regular call monitoring to ensure adherence to established quality standards
Analyze calls to identify root causes of issues and areas for improvement
Provide constructive feedback to agents and supervisors for performance enhancement
Prepare and maintain detailed reports and presentations on call quality metrics
Collaborate with team leaders to develop action plans for quality improvement
Ensure compliance with company policies and regulatory requirements
Participate in calibration sessions to align quality standards across teams
Stay updated with industry best practices and integrate them into the call quality processes

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.