Call Quality Analyst IMTS INSTITUTE

• Key Responsibilities

Monitor and evaluate inbound and outbound calls for quality, accuracy, and adherence to company standards.

• Assess call recordings to identify strengths, improvement areas, and training needs for agents.
• Provide constructive feedback and actionable recommendations to team leaders and agents.
• Create and maintain call quality evaluation forms and scoring metrics tailored to the EdTech customer journey.
• Collaborate with training teams to design skill enhancement sessions based on quality assessment outcomes.
• Track and analyze call quality trends, preparing regular performance reports for management.
• Ensure compliance with internal policies, data security protocols, and regulatory requirements.
• Suggest process improvements to enhance customer satisfaction and increase learner conversions.
• Conduct calibration sessions with the QA team and supervisors to maintain scoring consistency.

Strong analytical and listening skills.

Knowledge of EdTech sales and support processes will be an added advantage.