Call Quality Analyst

About the Role

We are seeking a Call Quality Analyst with mandatory BPO experience to join our team at Globiva Services Private Limited located in Sector 18, Gurugram, Haryana. This role involves evaluating call quality, analyzing service requests, and driving improvements in customer service processes. The position requires working six days a week with a 9-hour shift schedule. Note that no cab facility is provided.

Key Responsibilities

• Conduct detailed audits of customer service calls and analyze service requests thoroughly.
• Prepare daily dashboards and generate analytical reports from call data.
• Communicate daily quality scores and reports to team members to maintain service standards.
• Provide individualized feedback to agents based on audit findings to improve their performance.
• Engage in internal and external calibration meetings alongside Quality and Operations teams to align standards.
• Analyze service requests and perform root cause analysis (RCA) to identify underlying issues.
• Collaborate with Operations for process enhancement and development of quality improvement strategies.
• Ensure customer care executives utilize correct telephone etiquette, appropriate hold procedures, and provide effective resolutions.
• Highlight quality issues according to defined parameters and implement corrective actions.
• Organize refresher quality training sessions as necessary to uphold service standards.
• Identify critical and non-critical errors impacting processes and take preventive measures.
• Prepare processes to meet target quality standards and ensure compliance with internal policies and regulations.
• Conduct quality sessions for new hire training (NHT) batches to uplift team competencies.
• Deliver regular performance feedback to supervisors and managers regarding executive performance.
• Audit calls for trainees during both training and on-the-job training (OJT) batches.

Eligibility & Educational Requirements

Applicants must be graduates and have prior experience working in a BPO environment, which is mandatory for this role.

Compensation and Other Details

The salary range for this position is from INR 375,000 to INR 425,000 annually. Candidates should be prepared to work six days a week without cab transportation provided.