Job Description
Role Overview
We are looking for a Quality Analyst responsible for monitoring and evaluating phone calls to ensure compliance with client requirements, company standards, and overall call quality.
Key Responsibilities
- Analyze recorded and live calls on a daily basis to assess overall call quality, authenticity, and effectiveness
- Identify gaps in communication, process adherence, and alignment with client guidelines
- Evaluate how genuine, engaging, and result-oriented the calls are, ensuring a natural and trustworthy conversation flow
- Provide clear, actionable feedback to agents, along with practical suggestions on how calls can be improved
- Guide agents on improving tone, pitch, objection handling, and overall conversation structure
- Maintain detailed QA reports, scorecards, and performance trackers
- Highlight any critical compliance or quality issues to management in a timely manner
- Collabor...
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