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