19 Sep
|
Hiring Mavericks
|
Mumbai City
19 Sep
Hiring Mavericks
Mumbai City
Key Responsibilities
● Conduct quality audits across voice calls, chats, and emails against defined quality standards.
● Provide structured and actionable feedback to customer-facing teams.
● Conduct quality coaching and feedback sessions to improve individual and team performance.
● Analyse quality trends, CSAT, NPS, FCR, AHT, and error patterns to identify improvement areas.
● Partner with Operations and Training teams to address recurring quality gaps.
● Track and report quality performance through regular dashboards and MIS.
● Identify critical/fatal errors and ensure appropriate corrective actions.
● Contribute to continuous improvement initiatives focused on customer experience and process adherence.
● Maintain accurate audit records and ensure adherence to defined quality frameworks.
Pay: ₹500,000.00 - ₹600,000.00 per year
Work Location: In person
📌 Quality Analyst – Customer Experience (Mumbai City)
🏢 Hiring Mavericks
📍 Mumbai City