Customer Service Quality Analyst Support

Customer Service Quality Analyst
Location: Bangalore
Salary: Up to 4.6 LPA
Experience: Minimum 2 to 3 years in a Quality Analyst role within a customer service environment

Key Responsibilities:

• Audit Customer Interactions: Conduct thorough audits of customer interactions across voice, chat, ticketing, and email channels to assess quality against defined parameters.
• Identify Issues: Analyze audit findings to identify critical errors and patterns that impact customer satisfaction and agent performance.
• Feedback and Coaching: Convert audit findings into structured feedback and coaching sessions for agents to drive measurable improvements in performance.
• End-to-End Quality Cycle Ownership: Manage the entire quality cycle, including auditing, marking errors, delivering feedback, participating in calibration sessions, and identifying training needs.
• Collaboration: Work closely with the Training team to ensure findings lead to actionable improvements on the floor, rather than remaining as static reports.
• Quality Reporting: Prepare and publish quality reports that provide insights into performance trends and areas for development.

Qualifications :

• Experience: Minimum 2 to 3 years as a Quality Analyst in a customer service environment.
• Channel Experience: Hands-on experience auditing interactions across at least one of the following: voice, chat, or ticketing. Exposure to multiple channels is preferred.
• Language Proficiency: Proficient in English and Hindi. Working knowledge of an additional Indian language is an added advantage.
• Analytical Skills: Strong analytical and problem-solving skills with a keen eye for detail.
• Communication Skills: Excellent verbal and written communication skills, capable of delivering constructive feedback effectively.

Benefits :

• Competitive salary package.
• Opportunity to work in a dynamic and collaborative environment.
• Professional development and training opportunities.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.