Call Evaluation Specialist (Kolkata)

About the Role

As a Call Evaluation Specialist at Teleminds InfoTech Private, you will be responsible for assessing the quality of customer interactions, monitoring calls to identify areas for improvement, and analyzing data to optimize customer service processes.

This role requires a keen eye for detail, strong analytical skills, and excellent communication abilities to effectively evaluate and provide feedback on customer interactions.

Key Responsibilities

• Evaluate customer calls to assess quality, accuracy, and overall customer satisfaction.
• Monitor calls to identify areas for improvement and provide constructive feedback to customer service representatives.
• Analyze data to optimize customer service processes, identify trends, and make recommendations for improvement.
• Develop and maintain a deep understanding of customer needs, preferences, and pain points.
• Collaborate with customer service teams to implement process improvements and ensure seamless customer experiences.
• Stay up-to-date with industry best practices, regulatory requirements, and company policies related to customer service and quality assurance.

Skills & Qualifications

• Quality Analysis
• Call Monitoring
• Customer Service
• Communication Skills
• MS Excel
• CRM
• Analytical Abilities
• Call Center Quality Standards
• Bachelor's degree in a related field (e.g., Business, Communications, or Social Sciences)
• 0-4 years of experience in a customer-facing role or quality assurance position

What You'll Learn

In this role, you will gain valuable experience in quality analysis, customer service, and process improvement, which will help you develop a strong foundation in customer-centric operations.

You will also have the opportunity to work with a variety of tools and technologies, including CRM systems and MS Excel, to analyze data and drive business decisions.

Resume Tip

When applying for this role, be sure to highlight your analytical skills, attention to detail, and experience working with customer-facing teams.

Use specific examples to demonstrate your ability to evaluate customer interactions, identify areas for improvement, and provide constructive feedback.