Call Quality Analyst, Hinjewadi - Pune

About vmedulife Software

vmedulife Software is providing integrated cloud LMS software used by millions of users. We have built great software and excellent client services.

Now for further achievements, we are looking for more team members who are self-driven, skilled, and excited to join the vmedulife team soon. Come to work in a growing company that offers great benefits with opportunities to advance and learn.

We are looking for an experienced Call Quality Analyst - Pune, to be responsible for monitoring data management systems to compile and track performance at team and individual levels.

Roles and Responsibilities:

• To should audit the calls of the team assigned.

• Should complete the daily audit targets assigned.

• Identify the escalation cases and do the Root Cause Analysis.

• Should document feedback for all calls by EOD to the respective supervisors.

• Identify process gaps during audits and raise necessary requests to close the same.

• Share the daily/weekly/monthly audit reports across the team.

• Prepares and analyzes internal and external quality reports for management staff review.

Required Candidates Profile:

• Graduation is a must

• At least 2 years of call monitoring experience, preferably from a Sales / Voice-based environment

• Excellent oral, written, and interpersonal communication skills

• Exceptional listening and analytical skills

• Intermediate level of knowledge/expertise with PC (Word and Excel)

• Demonstrated ability to work well in a team environment

• Dedication to providing exceptional customer service

Work Location: