5 Years
Bhiwandi, Turbhe New Office
Full-Time
INR 38000 - 44000 (Monthly)
Role Overview: A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.
Quality Monitoring
- Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
- Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.
Feedback & Coaching
- Share timely, constructive, and actionable feedback with agents and team leaders.
- Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.
Process Compliance
- Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
- Conduct periodic audits to check compliance and identify process deviations or risk areas.
Reporting & Analysis
- Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
- Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
- Analyze errors to determine training needs and process gaps.
Calibration & Quality Standardization
- Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
- Update QA forms, checklists, and scoring mechanisms as processes evolve.
Process Improvement
- Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
- Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.
Customer Escalation Audits
- Investigate and audit escalated cases to determine root causes and prevent recurrence.
Qualification
Minimum Graduate AND
3 years on paper as a Quality Analyst
Skills Required
Strong analytical and observation skills in driving Project on NPS & CSAT
Excellent written and verbal communication
Understanding of multi-channel service (Voice, Non Voice, Escalation Desk)
Detail-oriented with process and compliance focus
Ability to work independently and as part of a team
Proficiency in MS Excel, QA tools, CRM platforms, and Contact Center software
Required Skills
Quality Management Analyst
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