About the role
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.