We are seeking a Quality Analyst to monitor and evaluate customer support interactions to ensure high service quality and customer satisfaction. The role involves auditing calls/chats/emails, identifying improvement areas, providing feedback to agents, and maintaining quality standards.
Key Responsibilities:
- Monitor and evaluate customer interactions
- Conduct quality audits using scorecards
- Provide feedback and coaching to support agents
- Track performance metrics and prepare reports
- Ensure compliance with company policies and SLAs
Requirements:
- Good communication and analytical skills
- Experience in customer support or quality analysis preferred
- Knowledge of QA processes and customer service metrics
- Proficiency in MS Excel and reporting tools
Pay: ₹35,000.00 - ₹45,000.00 per month
Benefits:
Work Location: In person
