The Quality Analyst monitors and evaluates customer interactions to ensure service quality, compliance, and customer satisfaction. The role involves providing feedback, identifying improvement areas, and supporting the overall performance of Customer Support Executives.
Key Responsibilities:
-Audit customer calls, chats, and emails.
-Evaluate interactions using quality standards.
-Provide feedback and coaching to Customer Support Executives.
-Identify quality trends and recommend process improvements.
-Prepare quality reports and maintain audit records.
-Ensure compliance with company policies and SOPs.
Requirements:
-Bachelor's degree in any discipline.
-1–3 years of QA or customer support experience.
-Solid communication and analytical skills.
-Proficiency in MS Excel and quality monitoring tools is preferred.