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Incedo
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Analyst

Analyst

Incedo

2 - 5 years

6 - 10 Lacs

gurugram

Posted:7 hours ago| Platform:

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Skills Required

quality control customer service customer support technical support quality assurance project management quality audit production process improvement kaizen qc quality management product quality qms quality inspection production planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Description

Design and contribute to call/chat/email monitoring formats and quality standards.
Monitor live and recorded interactions to evaluate associate demeanor, communication skills, technical accuracy, and customer service. Track and analyze performance data using QA monitoring tools at both individual and team levels. Review customer care email communications for quality and compliance. Participate in customer and client feedback programs to understand user needs and expectations. Provide detailed, actionable feedback to internal stakeholders and support teams. Facilitate calibration sessions to ensure consistency across quality evaluations. Deliver real-time feedback and coaching to Technical Support Engineers. Generate internal and external quality reports for management review. Contribute to the continuous improvement of training materials and QA processes. Perform additional duties as assigned. Qualifications

Strong attention to detail with excellent analytical and communication skills.
Ability to deliver constructive feedback in a professional and effective manner. Familiarity with customer support environments, QA tools, and performance metrics. Prior experience in customer service, technical support, or QA is preferred. Comfortable working in a fast-paced and team-oriented environment. Must ready to work as per US timings i.e. Night shifts Will be actively involved in new hire training and up-skilling.

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