Job Title: BPO Analyst – Call/Chat/Email Audit Process

Job Summary:

We are looking for a detail-oriented and analytical BPO Analyst for the
Call/Chat/Email Audit Process. The role involves monitoring and evaluating
customer interactions across multiple communication channels to ensure quality,
compliance, and excellent customer service. The ideal candidate will provide
actionable feedback and recommend process improvements to enhance service
efficiency.

Key Responsibilities:

✅ Quality Audits & Compliance:

* Monitor and assess call/chat/email interactions to ensure adherence to
company policies, compliance standards, and quality guidelines.
* Identify service gaps, communication errors, and training needs to improve
overall customer experience.
* Ensure agents follow data security, privacy policies, and regulatory
guidelines in all customer interactions.

✅ Performance Evaluation:

* Provide constructive feedback to agents and team leads to enhance service
quality.
* Identify trends and recurring issues in customer interactions and recommend
improvement strategies.





✅ Process Optimization & Training Support:

* Collaborate with team lead to suggest quality and coaching materials.
* Develop and implement best practices for handling customer interactions
across voice, chat, and email.
* Work on process enhancements to improve efficiency, reduce errors, and
enhance customer satisfaction.

Required Skills & Qualifications:

? Education & Experience:

* Bachelor's degree in any field.
* ? Communication & Attention to Detail:
* Excellent verbal and written communication skills.
* Strong problem-solving and analytical thinking abilities.
* Ability to multitask, work in rapid-paced environments, and adapt to evolving
business needs.

eClerx is a global leader in productized services, bringing together people,
technology and domain expertise to amplify business results. Our mission is to
set the benchmark for client service and success in our industry. Our vision is
to be

📌 Analyst (India)
🏢 eClerx
📍 India