Quality Analyst

Lumina Datamatics Inc.; Navi Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Lumina Datamatics Inc. in Navi Mumbai seeks a diligent Call Quality Analyst to audit customer interactions, analyze recordings, and provide actionable feedback to improve service quality.

Your role includes developing reports with findings and recommendations to drive process improvements across the team. 1-6 years of relevant experience and strong communication are essential for success.

Qualifications

• 1-6 years of experience in a similar BPO/Call Centre role.
• Strong analytical skills with ability to interpret data effectively.
• Excellent communication skills with ability to provide constructive feedback.

Responsibilities

• Conduct call audits to identify areas of improvement in customer service quality.
• Analyze data from call recordings to determine compliance with company standards and policies.
• Provide feedback to team members on their performance, highlighting strengths and weaknesses.
• Develop reports summarizing findings and recommendations for process improvements.

Skills

Analytical skills

Communication skills

Job description

Roles and Responsibilities :

• Conduct call audits to identify areas of improvement in customer service quality.
• Analyze data from call recordings to determine compliance with company standards and policies.
• Provide feedback to team members on their performance, highlighting strengths and weaknesses.
• Develop reports summarizing findings and recommendations for process improvements.

Job Requirements :

• 1-6 years of experience in a similar role within the BPO/Call Centre industry.
• Strong analytical skills with ability to interpret data effectively.
• Excellent communication skills with ability to provide constructive feedback.