Quality Analyst

About the Company

Rigved Technologies is an innovative IT service and solutions provider committed to leveraging the latest technologies. Our mission focuses on pushing boundaries within the IT sector through continuous innovation, aiding business transformation, and supporting leaders to excel in a rapidly changing environment.

Job Responsibilities

• Evaluate outbound and inbound calls by monitoring and providing feedback based on agent performance.
• Maintain high quality standards in all call interactions.
• Lead daily briefings, call review sessions, and communicate updates effectively.
• Conduct thorough quality inductions for new agents to familiarize them with quality parameters.
• Compile and prepare comprehensive Quality Management Information System (MIS) reports and share them with clients.
• Coordinate call calibration exercises with clients and operations teams.
• Organize refresher sessions aimed at process enhancement.
• Perform side-by-side agent monitoring and deliver immediate feedback to promote consistent improvements in quality and customer satisfaction (CSAT) scores.
• Provide individual and group coaching and training to engineers.

Eligibility

Applicants must be graduates.