We are looking for a detail-oriented Quality Analyst to monitor customer support interactions, evaluate service quality, and ensure adherence to company standards and customer service processes.
Key Responsibilities
Monitor and evaluate customer calls, chats, and other support interactions.
Conduct quality audits and identify performance gaps.
Provide constructive feedback and coaching to customer support executives.
Track quality scores, customer satisfaction, and recurring customer issues.
Prepare quality reports and recommend process improvements.
Ensure compliance with company policies, scripts, and service standards.
Coordinate with team leaders to improve overall customer experience.
Requirements
1–3 years of experience in quality analysis, preferably in customer support or a call centre.
Robust analytical, communication, and reporting skills.
Knowledge of quality monitoring frameworks and customer service metrics.
Proficiency in Excel and Google Sheets.
Attention to detail and a problem-solving mindset.
Preferred Candidate: A proactive skilled who can improve team performance, maintain service standards, and enhance customer satisfaction. Pay: ₹20,000.00 - ₹35,000.00 per month