We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer service calls, ensure adherence to quality standards, and improve the overall customer experience. The candidate will be responsible for assessing call quality, identifying areas for improvement, and providing constructive feedback to customer service executives.
Key Responsibilities
- Monitor and evaluate customer service calls to ensure quality standards are maintained.
- Assess calls for communication skills, professionalism, customer handling, and service quality.
- Ensure executives follow company processes, call-handling guidelines, and customer service standards.
- Identify gaps in call quality and provide constructive feedback to customer service executives.
- Conduct regular quality audits and prepare call evaluation reports.
- Identify recurring customer complaints and recommend improvements in call handling.
- Conduct feedback and coaching sessions to improve employee performance.
- Track quality scores and share performance reports with the reporting manager.
- Coordinate with the Customer Service Team Leader to improve service quality.
- Ensure proper customer interaction, query resolution, and professional call etiquette.
Required Skills and Qualifications
- 2–3 years of experience in Quality Analysis, preferably in a travel company or customer service environment.
- Excellent verbal and written communication skills.
- Robust understanding of customer service standards and call-handling processes.
- Ability to evaluate calls objectively and identify areas for improvement.
- Good analytical, observation, and reporting skills.
- Strong interpersonal skills and the ability to provide constructive feedback.
- Proficiency in MS Excel and basic reporting.
- Knowledge of travel-related customer service processes will be an added advantage.
Preferred Candidate Profile A candidate with experience in monitoring customer service calls, conducting quality audits, and improving customer satisfaction through effective feedback and coaching. Pay: Up to ₹30,000.00 per month