Customer Service Quality Analyst

Chris Johnson Business IT Solutions

2 years

0 Lacs

kochi kerala india

Posted:1 month ago| Platform:

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Skills Required

service audit chat communication customization reports crm monitoring data management research

Work Mode

On-site

Job Type

Full Time

Job Description

Responsible for calibrating and supporting quality standards.
Ensure that quality and customer satisfaction goals are met or addressed in a timely manner.
Audit calls, chat, email
, etc for external and internal communication and give feedback on strength and developmental areas to improve Executives performance
Monitor quality and accuracy attributes; recommend solutions to address root cause.
Assist in the customization of quality review guidelines and the creation of plans to achieve quality and customer satisfaction goals.
Provide recommendations on improving the quality process to achieve goals and objectives.
Daily reports on quality audit should be shared with the management
Telecom experience
and knowledge in CRM are advantageous.
Minimum 2 years of work experience in relevant (Voice, Email, Chat) processes.
Bachelor's degree from any stream.
Minimum of two years' experience as a quality analyst.
Uses a quality monitoring data management system to compile and track performance at the team and individual levels.
A fast learner who can work with set targets.
Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills, and having good knowledge of Excel.
Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.

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