Call Quality Analyst

Job description

Job Role: Call Quality Analyst Responsibilities: Call Audit Purpose of Role: We at Leverage Edu are looking for Associate - Call Quality who would be responsible for doing call audits, identifying process gaps, and generating reports. Job Descriptions: 1. Perform call audits according to defined parameters and standards and monitoring formats and provide data to management. 2. Monitor performance of call responses and provide actionable data to internal stakeholders. 3. Coordinate and facilitate quality sessions, provide feedback to process owners and assist in process improvement. 4. Analyse, prepare and present date in measurable format to track progress. Desired Profile: 1. Minimum 1 year experience, preferably with Call Audit 2. Bachelor's degree required.. 3. Proven experience as a Quality Analyst in a call center or customer service environment. 4. Proficiency in data analysis and reporting using tools like Microsoft Excel, Google Sheet and data visualization software. 5. Excellent communication skills, both written and verbal. 6. Certification in Lean Six Sigma (Green Belt) is preferred. 7. Detail-oriented with a strong ability to identify and analyze trends and patterns. 8. Strong problem-solving skills and the ability to drive process improvements.

Interested candidates can apply on

sangeo.george@white-force.in

9303447007