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Careers

Quality Analyst

  • Customer Support
  • Hyderabad

Job Description

Job Description

Job Title: Call Quality Analyst

Department: Customer Care

Location: Hyderabad

 

About us

Nspira is a leading Education Management Services company which enables Narayana Group to operate 600+ branches seamlessly. A parent company of the Narayana Group is one of Asia's largest educational conglomerates where approximately 50,000+ teaching and non-teaching faculty provide world class education for more than 6,00,000+ students. Spread across 23 states in India, the Narayana family is home to a flourishing academia with 300+ schools, 300+ junior colleges and 8 professional colleges. We are also PE Funded and a professionally run organization.

 

Role

Candidate will be responsible for monitoring of Call quality and sharing Actionable insights which will be aligned to Key performance metrics.

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to management team.
  • 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 staff.
  • Provides feedback and coaching to relevant Stake holders.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

 

KNOWLEDGE, SKILL SET

  • 2-3 years Call Centre Experience as Quality agent.
  • Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills;
  • Must be self-motivator and self-starter;
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills and Time management Skills;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel);
  • Tamil, Kannada, English, Hindi, Telugu Multi Language preferred (Tamil and Kannada must)

 

 

Key Responsibility Areas

  • Designing of call monitoring formats and quality standards.
  • Call monitoring and provides trend data to management team

 

Required Qualification, skills & experience

 

•    Graduate / Post-Graduate.
 

 

What We Offer:

  • Salary – Best, as per the market standards
  • Progressive Career Path
  • Corporate Exposure
  • Personality Development
  • Leadership Opportunities

What you can bring in:

  • Passion towards the Job
  • Proven ability to multitask
  • Be a good team player
  • Good Communication skills
  • Winning attitude and appetite to learn, ready to take challenges
  • Has sincerity in actions and commitment to work
  • Honest, transparent and supportive work culture to promote talent

Employee Progression:

  • We constantly review and promote staff to grow faster
  • Many of our employees been around 20 to 30 years in organization
  • They have been given opportunities to perform at different capacities and grow

How to apply:

click on "Apply" button as displayed on the top right hand side!