IN-Quality Analyst

Ipacesetters-Solutions-Pvt-Ltd; Dadri; On-site; INR 223,000 - 312,000; Full time

Job summary

Avantive Solutions in Dadri, Uttar Pradesh, is seeking a Call Quality Analyst to audit work orders, monitor calls, and provide coaching feedback to agents while ensuring data integrity and accuracy.

The role requires strong English communication, awareness of quality parameters, the ability to guide associates for performance improvement, and willingness to work in 24x7 shifts as part of a collaborative team.

Qualifications

• Strong English communication (oral and written).
• Ability to monitor calls and provide coaching feedback.
• Ability to guide associates for performance improvement.
• Awareness of quality and agent behavioral parameters.
• Willingness to work in 24x7 shifts.

Responsibilities

• Auditing for work order accuracy and data integrity.
• Call monitoring and feedback for agent improvement.
• Call calibrations and evaluations.

Skills

English communication

Call monitoring

Coaching for performance

Quality awareness

Shift flexibility

Team collaboration

Target orientation

Tools

MS Office / Excel

Job description

Description

DESIRED CANDIDATE PROFILE

• Should have strong oral & written communication in English language
• Ability to monitor calls and provide feedback with coaching advice
• Ability to provide clear guidance and direction to the associates for performance improvement.
• Should be aware of quality and agent behavioral parameters
• Ready to work in 24*7 shifts.
• Strong team player, capability to influence the team, manage changes
• Should be target oriented

ADDITIONAL REQUIREMENTS

• Good knowledge of Ms. Office/Ms. Excel

JOB DESCRIPTION

• Auditing for work order accuracy and data integrity
• Call monitoring
• Call coaching feedback for agent improvement
• Call calibrations and evaluations

WORK EXPERIENCE

• Preferred to have worked in outbound Sales/ Survey Process and Customer Care
• Worked in processes like Dish TV, AT&T, Spectrum and Comcast