We are seeking a dedicated and detail-oriented Quality Analyst to join our team in Maharashtra. The ideal candidate will play a crucial role in ensuring the highest standards of quality in our customer service operations across various channels, including voice, email, and chat. As a Quality Analyst, you will be responsible for monitoring and evaluating the performance of customer service representatives, providing constructive feedback, and implementing quality assurance processes to enhance service delivery.

Key Responsibilities:
Conduct regular quality monitoring of customer interactions across inbound and outbound channels to ensure compliance with company standards.
Analyze call recordings, emails, and chat transcripts to assess the quality of service provided by customer service agents.
Provide actionable feedback to agents based on quality assessments, helping them improve their performance and customer interactions.
Collaborate with team leaders and management to develop training programs aimed at enhancing the skills of customer service representatives.




Prepare and present quality reports to management, highlighting trends, areas for improvement, and recommendations for enhancing service quality.
Stay updated with industry best practices and quality assurance methodologies to continuously improve the quality monitoring process.

Required Skills:
Proven experience as a Quality Analyst or similar role in a call center or customer service setting.
Strong understanding of quality assurance principles and practices.
Excellent communication skills, both verbal and written, with the ability to provide constructive feedback.
Proficiency in using quality monitoring tools and software.
Ability to work collaboratively in a team workplace and manage multiple tasks effectively.
Solid analytical skills with attention to detail.

If you are passionate about quality assurance and customer service, and you meet the experience requirements, we encourage you to apply for this exciting prospect to contribute to our team's success.

📌 Quality Analyst Navi Mumbai (India)
🏢 Conviction
📍 India