Key Responsibilities:

- Conduct daily quality audits for Calls, Chats, Emails, and Social Media interactions.

- Monitor agent performance and provide regular feedback and coaching.

- Identify skill gaps and coordinate training to improve customer experience.

- Ensure adherence to SOPs, quality standards, and SLAs.

- Create, review, and update support processes and SOPs.

- Track quality metrics, SLA performance, and customer satisfaction trends.

- Conduct RCA for escalations and recommend process improvements.

- Share daily, weekly, and monthly quality reports with leadership.

Requirements:

- 2-5 years of experience in Quality Assurance within Customer Support/BPO.

- Robust communication, coaching, and analytical skills.

- Experience auditing customer interactions and conducting feedback sessions.

- Proficiency in Excel/Google Sheets and CRM tools.

- Ability to work in a fast-paced startup environment.

Preferred:

Experience in customer support operations, process improvement, and SLA management

📌 Quality Analyst (Gurugram)
🏢 Pronto
📍 Gurugram