Analyst-Voice

About the role

3 to 4 years of experience in call center, customer service, or business process outsourcing operations.

What you'll do

• The role to govern inbound and outbound call evaluations, strengthens agent performance, and drives improvements in customer experience, compliance
• Ensure to achieve defined productivity, accuracy, and performance targets
• Involve in call-monitoring activities and ensure adequate quality coverage across teams, call types, and shifts
• Inbound and outbound call evaluations using approved quality scorecards and monitoring guidelines
• Ensure timely completion of audits and accurate identification of critical, compliance, and customer-impacting errors

What you need

• 3–4 years in customer support & success
• CRM
• Root cause analysis
• Data privacy
• Communication
• Customer handling
• Escalation handling
• Any graduate

Good to have

• Power BI
• Six Sigma
• PowerPoint

What you get