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