Call Quality Analyst

Job Description:

We are looking for an experienced Quality Analyst to join our Customer Retention team in the Insurance department. In this role, you will be responsible for monitoring, evaluating, and improving the quality of interactions between the retention team and our customers. Your primary goal will be to ensure that customer service standards are met and that the retention team is delivering exceptional service to customers. This role requires experience in quality assurance, particularly in customer service or retention processes, ideally within the insurance sector.

Key Responsibilities:

• Monitor and Evaluate Calls:
  Listen to and evaluate calls made by retention agents to ensure they are adhering to the company's customer service standards, compliance guidelines, and quality expectations.

• Provide Feedback:
  Offer constructive feedback to retention agents to improve call quality, customer interaction skills, and adherence to processes. This feedback should be actionable and aimed at enhancing the customer experience.

• Quality Audits:
  Conduct regular quality audits on customer interactions (calls, emails, chats, etc.) to ensure that the team is following the correct procedures and delivering consistent, high-quality service.

• Training and Coaching:
  Provide training and coaching to the retention team based on quality audit results. Help agents develop their skills in customer communication, problem resolution, and retention strategies.

• Ensure Compliance:
  Ensure that all customer interactions are compliant with the company's policies, industry regulations, and legal requirements, particularly in the insurance sector.

• Generate Reports:
  Prepare detailed reports on the quality of customer interactions, highlighting areas for improvement and achievements. Present these reports to the management team for review.

• Customer Satisfaction Monitoring:
  Assess customer feedback, satisfaction scores, and service quality to identify patterns, trends, and areas for improvement in the retention process.

• Improve Retention Process:
  Work closely with the retention team to suggest improvements in processes and communication techniques to increase customer satisfaction and retention rates.

• Collaborate with Teams:
  Work in collaboration with the retention, training, and management teams to ensure alignment in quality standards and retention strategies.

Requirements:

• Education: Must be Graduate in any field.

• Experience: At least 1-2 years of experience in a Quality Analyst role, specifically in customer retention or customer service. Experience in the insurance industry is a plus but not mandatory.

• Strong Analytical Skills: Ability to evaluate and analyze customer interactions to identify quality gaps and suggest improvements.

• Attention to Detail: High attention to detail to ensure all interactions meet the company’s quality standards.

• Communication Skills: Excellent verbal and written communication skills with the ability to provide clear and constructive feedback.

• Problem-Solving Skills: Ability to identify issues and offer effective solutions to improve the quality of customer service.

• Knowledge of Retention Processes: Familiarity with customer retention strategies in the insurance industry is an advantage.

• Organizational Skills: Ability to manage multiple tasks, audits, and reports in a structured and timely manner.

• Team Collaboration: Strong interpersonal skills to work closely with different teams, including the retention team and management.

Preferred Skills:

• Familiarity with CRM software or call monitoring tools.

• Basic understanding of insurance products and processes.

• Ability to handle multiple tasks and prioritize effectively.

Benefits:

• Competitive Salary based on experience.

• Opportunities for career growth in quality assurance or management roles.

• Training and Development to enhance your knowledge of quality assurance techniques and insurance processes.

• A dynamic and supportive work environment with a focus on continuous improvement and professional development.

• It is a Full Time कस्टमर सपोर्ट / टेलिकलर job for candidates with 6 months - 6+ years Experience.

More about this Call Quality Analyst job

1. What is the eligibility criteria to apply for this Call Quality Analyst job?
   Ans: The candidate should be ग्रेजुएट आणि त्याहून अधिक and above with 6 months - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹18000 - ₹20000 दरमहा that depends on your interview. It's a फुल टाईम job in Delhi.
3. How many working days are there for this Call Quality Analyst job?
   Ans: This Call Quality Analyst job will have 6 working days.
4. Are there any charges applicable while applying or joining this Call Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Call Quality Analyst job and during the employment with the company, i.e., EXPECT MORE BPO SOLUTIONS PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Call Quality Analyst role?
   Ans: There is an immediate opening of 5 Call Quality Analyst at EXPECT MORE BPO SOLUTIONS PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this कस्टमर सपोर्ट / टेलिकलर job.
8. What are the timings of this Call Quality Analyst job?
   Ans: This Call Quality Analyst job has Day Shift.