The role requires an individual who can not only deliver an excellent customer experience personally but also help improve the quality of customer service delivered by the entire team.

Customer Service & Escalation Handling – 60%

Quality Monitoring & Analysis – 40%

Key Responsibilities

1. High-End Customer Service – 60%

- Handle high-value, priority, sensitive, and escalated customer queries through calls, emails, and other communication channels.
- Provide professional and personalized service while maintaining a high standard of customer experience.
- Take ownership of complex customer issues from initial contact through resolution.
- Manage difficult or dissatisfied customers calmly and professionally.
- Ensure appropriate follow-up with customers until the issue is completely resolved.
- Maintain accurate records of customer interactions, complaints, commitments, and resolutions.
- Coordinate with internal teams such as Dispatch, Repair/Service, Accounts, Logistics, and other departments to resolve customer requirements.
- Support the team in handling critical or challenging customer situations whenever required.

1. Quality Analyst – 40%

- Monitor and evaluate customer service calls, emails, and other customer interactions against defined quality standards.
- Conduct regular quality audits and maintain accurate QA scorecards.
- Evaluate parameters such as communication, product/process knowledge, accuracy of information, customer handling, ownership, documentation, and adherence to procedures.
- Identify service gaps, process deviations, and areas requiring improvement.
- Provide constructive and objective feedback to Customer Service team members.




- Conduct calibration discussions with Team Leaders/Managers to maintain consistency in quality evaluation.
- Identify recurring errors and recommend corrective and preventive actions.
- Support coaching and refresher training based on quality findings.
- Analyze customer complaints and escalations to identify root causes and improvement opportunities.
- Recommend improvements to scripts, SOPs, FAQs, processes, and customer communication based on audit observations.

Key Skills & Competencies
- Excellent verbal and written communication skills.
- Solid customer handling and relationship-management skills.
- Ability to handle demanding, sensitive, and escalated customers professionally.
- Strong listening, questioning, and problem-solving ability.
- Good analytical and observation skills.
- Ability to provide constructive feedback without creating conflict.
- Strong attention to detail.
- Good understanding of customer service quality parameters and audit methodology.
- Ability to coordinate effectively across departments.
- Strong ownership and follow-through.
- Ability to work under pressure and manage multiple priorities.
- Working knowledge of MS Excel and preparation of basic quality/MIS reports.

Qualification & Experience
- Graduate in any discipline.
- 3–5 years of experience in Customer Service/Customer Experience, preferably involving escalations or high-value customer handling.
- Prior exposure to Quality Analysis, call/email auditing, coaching, or customer service quality monitoring is preferred.
- Experience in handling premium, high-value, or demanding customers will be an advantage.
- Must be able to have conversation in English, Hindi and Regional language

Pay: From ₹27,000.00 per month

Benefits

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Quality Analyst (Bengaluru)
🏢 Enagic India Kangen Water
📍 Bengaluru