Quality Analyst _ Customer Service _ Inbound

Quality Analyst (Customer Service Inbound)

Process: Travel/Aviation process

Location: Navi Mumbai, Ghansoli

Role Summary:-

The Quality Analyst is responsible for monitoring calls, emails, and chat interactions to ensure adherence to quality standards. The Quality Analyst provides structured and timely feedback to agents through call and case audits, analyses audit outcome and identifies quality trends. The role includes implementing and maintaining Quality Monitoring Standards, tracking case lifecycle progress and follow-ups, and recommending corrective actions to drive continuous improvement. Additionally, the analyst actively participates in huddle sessions, shares insights on error patterns, process updates, and technical issues, and collaborates closely with Operations and Training team to enhance overall team performance and process effectiveness.

Key Responsibilities:-

1. Provide active feedback to agents through Call, Email and Chat interactions, ensuring adherence to quality standards and identifying areas for improvement.

2. Generate audit trends based on defined criteria or critical needs, without compromising the target of auditing 80% of available time.

3. Participate in huddle sessions, sharing insights with team members regarding error trends, process updates, and technical issues to enhance overall performance.

4. Collaborate closely with Assistant Managers and Subject Matter Experts (SMEs) on the process, fostering an environment of excellence and continuous learning.

5. Conduct detailed analysis of customer interactions to identify areas for improvement and enhance the overall customer experience.

6. Maintain accurate records and documentation of audit findings, trends, and corrective actions taken.

7. Stay updated with industry best practices, regulatory guidelines, and process updates to ensure compliance and adherence to quality standards.

8. Develop and implement training programs or coaching sessions to upskill agents based on identified skill gaps.

9. Collaborate with cross-functional teams to streamline processes and implement process improvements.

Criteria:-

1. Graduate (Any stream).

2. Overall 2+ years of Call Center experience as Quality Analyst

3. Excellent verbal, written and interpersonal communication skills.

4. Outstanding customer service skills and dedication to providing exceptional customer care.

Shift: 08:00 AM to 5:00 PM.

Week Off: Sat - Sun fixed of

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