Quality Analyst for Chat Process - Chennai

We are Hiring Quality Analyst (BPO) at Chennai

Required:

• Minimum 2-3 yrs of experience in Quality audits, especially in Chat process

• Concern for Quality: Achieves end-user satisfaction by using effective measurements 

• Work experience in a Technical Support and Customer Service process will be preferred 

• Client SLAs and internal metrics: Understanding of the client's expectations in terms of the key client deliverables and internal metrics to measure the process performance. 

• Understand and be able to implement performance improvement methodologies

• Coaching and Feedback: Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.

Roles & responsibilities:

Responsible for driving accuracy and Back office requirements, performing quality audits and analysis for the project.

• Quality Audits of Customer Service chat Transactions, tickets received from chat    

• Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance

• Perform quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes

• Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis

• Support team manager to identify and implement workflow gaps and areas for process improvement opportunities

• Maintain knowledge management material, training content and change management for their Support domain.

• Provide Feedback to Service Desk Agents based on Quality checklist parameters

• Work with Process Manager for identifying training needs and requirements in case of employees not performing well 

• Good communication and presentation skills / customer interaction

• Good Analytical Skills

Interested applicants can forward your CV to [Confidential Information]