As a Quality Analyst at Roda Assistance, you will be responsible for monitoring and analyzing the call quality of our Service Coordinators. Your role is crucial in ensuring that our service department maintains the highest standards of quality and customer satisfaction. You will evaluate calls, provide feedback, and implement quality improvement initiatives to enhance the overall performance of the call centre.

Skills

• Communication
• Interpersonal Skills
• Analytical skills
• Attention to detail
• Call Monitoring
• Coaching
• Constructive Feedback
• Industry standards
• Observation
• Quality Control

Requirements

• Job Role Voice Process Analyst
• Job Type Full Time
• Workplace Type Onsite
• Industry Motor Vehicle Manufacturing

Secondary locations

About

Not provided

Responsibilities

1. Call Monitoring:

Listen to and review recorded and live calls to assess the quality of service provided by Service Coordinators

Evaluate calls based on pre-defined quality standards and criteria.

2. Quality Analysis:

Analyse call data to identify trends, strengths, and areas for improvement.

Compile and present detailed reports on call quality metrics and performance.

3. Feedback and Coaching:

Provide constructive feedback and coaching to Service Coordinators to help them improve their performance.

Conduct regular quality review sessions with individual team members and the team as a whole.

4. Quality Improvement:

Develop and implement quality improvement initiatives to enhance service delivery.

Collaborate with the Call Centre Manager and other stakeholders to create action plans based on quality analysis findings. 

5. Training and Development:

Assist in the development and delivery of training programs aimed at improving call handling skills and customer service.

Stay updated with the latest industry best practices and quality standards.

6. Compliance and Standards:

Ensure adherence to company policies, procedures, and quality standards. Monitor compliance with regulatory requirements and industry standards.

Other Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Previous experience in a quality analyst role within a call centre or customer service environment is preferred.
• Strong analytical and observational skills.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and coaching.
• Proficiency in using call monitoring software and CRM systems.
• Attention to detail and a commitment to maintaining high-quality standards.

Good to have

Not provided

About the Company

Roda Assistance is India's premier provider of round-the-clock emergency roadside assistance services. With our extensive network, we offer 24/7 on-road assistance and medical services across India. Our team comprises highly trained alarm center executives known for their swift and compassionate approach. Equipped with state-of-the-art tools and technology, we ensure immediate support whenever you need it. Our dedicated 24x7 Service Team is committed to meeting all your service and support needs.