Requirements & Eligibility:

Positive communication skills (verbal and written).

Must be willing to work a 9-hour rotational shift anytime between 7:00 a.m. to 10:00 p.m. (Sunday working required).

Ability to handle pressure and adapt to work requirements.

The candidate should be available to work from office.

The Key Responsibility Areas will be:

- Call Monitoring
- Providing feedback for monitored calls.
- Preparing reports on quality and variance in calibrations
- Performing activities such as live audits, side-by-side barging, and floor walks to monitor the process and identify areas for improvement.
- Conducting sessions such as tape reviews, briefings, and calibrations for standardization.
- Initiating process improvement initiatives.
- Completing assignments given by the team.
- Receive and document customer complaints through various channels (phone, email, online platforms). Investigate the nature of each complaint to understand the issues raised.
- Analyze complaint data to identify trends, patterns, and root causes. Collaborate with relevant departments to gather information and insights.
- Maintain detailed records of customer complaints, investigations, and resolutions. Prepare and submit reports to management highlighting key findings and recommendations.




- Communicate with customers to acknowledge their complaints and provide updates on the investigation and resolution process. Collaborate with internal teams to facilitate effective communication and resolution.
- Work with relevant departments to develop and implement solutions to address identified issues. Ensure timely resolution of complaints while adhering to organizational policies and procedures.
- Identify opportunities for process improvement based on recurring complaints. Collaborate with teams to implement changes that prevent future complaints.
- Ensure compliance with industry regulations and standards in handling and resolving customer complaints.
- Monitor and evaluate customer satisfaction levels through feedback and follow-up surveys. Implement measures to enhance overall customer satisfaction and loyalty.
- Prepare regular reports for management summarizing complaint data, trends, and resolutions.
- Provide training to staff on effective complaint resolution techniques. Promote a customer-focused culture within the organization.

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Anjali Maurya

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📌 Quality Analyst - BPO (Maharashtra)
🏢 Redion
📍 Maharashtra