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Call Quality Analyst

MyOperator

Role overview

Qualifications

  • Graduate with excellent oral and written communication skills
  • Exceptional listening and analytical skills
  • Must be proficient with GSuites (intermediate Docs, advanced Sheets)
  • Strong data analytical capabilities to check trends, historic data, and predictive analysis

Responsibilities

  • Develop or understand evaluation programs or Scorecard
  • Call Monitoring or Evaluation
  • Reporting
  • Training and Coaching/Feedback

Key facts

Hard skills

Call Recording Process Improvement

Other skills

  • Quality Assurance
  • Training And Development
  • Communication
  • Analytical Skills
  • Active Listening
  • Adaptability
  • Prioritization

About the company

MyOperator logo

MyOperator

Customer Experience & Contact Centers

MyOperator is India's most trusted cloud call management system, simplifying sales and customer service for any-sized business. So far, we have been able to win the trust of over 7000+ clients and are growing bigger with time. MyOperator provides Advanced call management features like: - Toll free phone number/Virtual Phone number - Virtual receptionist or Interactive Voice Response (IVR) - Call tracking & reporting - Inbound and Outbound Calling - MyOperator Dialer App Besides these, MyOperator also provides solutions like call masking, call confirmation, multi-store, and others for enterprises who seek advancement in their customer communication Have questions or simply want to say Hello? Reach out anytime: Call: +91 92129 92129 Email: hello@myoperator.com Visit: MyOperator.com

Company details

Company typeSME
IndustryCustomer Experience & Contact Centers
Company size201 - 500

Links

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Job description

This is a remote position.

Job Description
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our sales & customer success associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chats, and support ticket responses to assess an associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the client success or sales process & training materials as needed to enhance the overall MyOperator customer’s experience.

Key Responsibility Area
  • Develop or understand evaluation programs or Scorecard
  • Call Monitoring or Evaluation
  • Reporting
  • Training and Coaching/Feedback
  • Drive process improvements

Requirements

Requirements
  • Graduate and over with excellent oral and written communication skills.
  • Exceptional listening and analytical skills
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with GSuites (intermediate Docs, advanced Sheets)
  • Strong data analytical capabilities to check trends, historic data, and predictive analysis
  • Strong analytical skills and hands-on with spreadsheets, presentation & document writing.

Benefits

100% Remote Working
Flexible Working Hours


Salary: Upto 4.50 Lacs Per Annum

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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