Quality Assurance Analyst Job At Airtel

JOB DETAILS:Job PurposeTo conduct live call monitoring, evaluation of calls, provide constructive feedback through coaching sessions, scheduling and facilitating call calibration sessions as appropriate. To prepare quality reports, identifying and implementing quality initiatives for continuous improvement.Core Responsibilities Are:• Monitor, evaluate and score inbound calls against established quality assurance standards.• Review, evaluate and score open and closed customer issues tickets against established quality assurance standards.• Participate, as needed, in calibration sessions, …