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Call Quality Analyst Client: Reliance Retail (Mumbai)

August 10, 2026

Roles & Responsibilities - Call monitoring & feedback for outbound & Inbound department for process on the basis of their performance. - Ensuring Quality is maintained on calls. - Conducting daily briefing, call listening sessions & current updates. - Conducting Quality induction for new agents for them to know the quality parameters in depth. - Preparation of consolidated Quality MIS and mail to clients. - Call Calibration with Client& Operations - Conducting refreshers for process improvement. - Monitor agents Side By Side and provide instant feedback to ensure consistent improvement in the scores for Quality & CSAT. - Providing one on one & batch training / coaching to the engineers.

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