Quality Analyst @ Mtg Learning Media

Job Description

• Monitor and listen to recorded customer service calls, providing feedback, prepare improvement data.
• Developing and implementing quality control audit plans.
• Call Quality Analyst should also responsible for other tasks assigned by the manager for process improvement.
• Analyse call data to identify trends and recommend process improvements to increase customer satisfaction.
• Score calls using a pre-determined set of criteria, documenting results in a detailed report.
• Escalate serious issues identified during monitoring to the appropriate management channels.
• Generate weekly & monthly reports summarizing quality assurance findings and make recommendations for improving calls.
• Maintain up-to-date knowledge of industry trends and developments.

Qualifications & Requirement:

• Bachelors degree in business, communications or related field.
• Minimum 3 years experience in Call Audit.
• Exceptional analytical skills and attention to detail.
• Proven ability to work independently and meet deadline.
• Excellent written and verbal communication skills.

Perks:

5 Days a week, Medical Insurance, Leave Encashment

Job Types: Full-time, Regular / Permanent

Salary: 25,000.00 - 47,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid time off
• Provident Fund

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Keyskills:   call audit quality analysis quality audit