Information Technology Learning Hub LLP Hiring for Call Quality Analyst at Navi Mumbai Full Time

Roles and Responsibilities:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Skill Set and Qualification Required:

• 2-3 years Edtech/Call Center Experience
• Bachelor Degree
• Excellent verbal, written and interpersonal communication skills
• Must be self-motivator and self-starter
• Focus on quality
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside the company
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change
• Must be proficient with Microsoft Office

Job Types: Full-time, Regular / Permanent

Salary: Up to ₹35,000.00 per month

Benefits:

• Flexible schedule
• Paid sick time
• Paid time off

Schedule:

• Day shift
• Morning shift

Ability to commute/relocate:

• CBD Belapur, Navi Mumbai – 400614, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Call calibration: 1 year (Preferred)