Quality Analyst

Key Responsibilities: - Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameter sProvide constructive feedback and coaching to agents to improve performanc eIdentify gaps in communication, process adherence and customer handlin gPrepare and maintain quality reports, dashboards and analysis for leadershi pSupport process improvement initiatives to drive customer satisfaction CSAT, NPS and FC R Qualification require d: Graduate in any str eamMinimum 1-3 years of exp …