Job description

Responsibilities:

Quality Monitoring & Evaluation:

 Regularly assess customer support interactions (calls, emails,
chats, etc.) to ensure adherence to company guidelines, best
practices, and customer service standards.

 Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience.

 Provide constructive feedback to agents to help improve their
performance and skill set.

 Ensure compliance with all company policies, procedures, and
service level agreements (SLAs) for customer interactions.

 Regularly audit customer support procedures and documentation
to ensure consistency and quality.

Reporting & Analysis:

 Prepare and maintain detailed reports on quality scores,
identifying trends, performance gaps, and areas for improvement.

 Analyze customer feedback, service performance data, and KPIs
to identify opportunities for process improvement.

 Track and report on individual and team performance metrics,
including response time, resolution time, and customer
satisfaction.

Training & Development:





 Support new hire onboarding by providing training and
conducting calibration sessions.

 Assist in the development and delivery of ongoing training
programs to enhance agent performance and service quality.

Process Improvement:

 Work with a team to implement improvements in customer
support processes based on feedback and performance data.

 Suggest and develop process or system enhancements to improve
efficiency and customer experience.

Customer Satisfaction Monitoring:

 Regularly review customer feedback surveys and NPS (Net
Promoter Score) reports to gauge overall customer satisfaction.

 Work with team leads to address any negative feedback and
recommend corrective actions by connecting with customers.

Requirements:

 Minimum of 1-2 years of experience in a quality assurance,
customer support, trainer or similar role, preferably in a blended
workplace (handling both voice and non-voic

📌 Quality Analyst-Customer Support (Pune)
🏢 White Force
📍 Pune