Quality Analyst

Quality Analyst
Team : Customer Delight
Location: Bangalore

CTC Range - Max 5.75 LPA + 10% variable

ABOUT THE ROLE
Quality Analyst and Performance Strategist, acting as the essential bridge between operational data and customer excellence. Your primary mission is to serve as the "Guardian of the Customer Experience" by
meticulously analyzing interactions to drive CSAT (Customer Satisfaction) improvements.

JOB DESCRIPTION

Key Responsibilities:

1. Improve CSAT Score
   Work to improve customer satisfaction scores.
   Identify reasons for low CSAT through calls, tickets reviews.
   Suggest corrective actions and track improvements.
   Work with Team Leads and Champs to improve service quality.

2. Perform Call Audits & Share Feedback
   Audit calls as per Call quality guidelines.
   Check compliance, communication, and customer handling.
   Provide clear and timely feedback to Champs.
   Follow up on improvement plans within set timelines with CD Ops and Trainer.

3. Drive Performance Improvement
   Identify skill gaps through audits and performance data.
   Recommend training and coaching support for low performing champs.
   Participate in calibration sessions with CD Ops to ensure scoring accuracy.
   Metrics:

6 days working and 1 week off

Rotational shift and week-off

Breakfast/Lunch/Snacks provided