We're Hiring || Quality Analyst || Malad || Voice Process
Location: Mumbai (Malad) Working Days: 06 Days a week Shifts: Day Shifts
Key Responsibilities:
Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters. Provide constructive feedback and coaching to agents to improve performance. Identify gaps in communication, process adherence and customer handling Prepare and maintain quality reports, dashboards and analysis for leadership Support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.
