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 - ₹42,259.67 per month
Application Question(s):
- Can you describe your experience with monitoring and evaluating customer support interactions across calls, chats, or emails?
- What quality metrics or scorecards have you used in previous roles, and how did you ensure consistent evaluation standards?
- How do you provide constructive feedback or coaching to support agents while maintaining motivation and performance improvement?
- Can you share an example where your quality analysis helped improve customer satisfaction, SLA adherence, or agent performance?
- How comfortable are you with using tools like MS Excel or reporting dashboards to track QA metrics and prepare performance reports?
Work Location: In person
