Customer Service Quality Analyst

As a Quality Analyst, your role will involve calibrating and supporting quality standards to ensure that quality and customer satisfaction goals are met in a timely manner. You will be responsible for auditing calls, chats, emails, etc., both for external and internal communication, and providing feedback on strengths and areas for development to improve Executives" performance. Monitoring quality and accuracy attributes will be crucial, and you will need to recommend solutions to address root causes. Your tasks will include assisting in the customization of quality review guidelines, creating plans to achieve quality and customer satisfaction goals, and providing recommendations for improving the quality process. It will also be your responsibility to share daily reports on quality audits with the management team. To excel in this role, Telecom experience and knowledge in CRM would be advantageous. You should have a minimum of 2 years of work experience in relevant processes such as Voice, Email, and Chat, along with a Bachelor's degree from any stream. Additionally, a minimum of two years" experience as a quality analyst is required. You will be using a quality monitoring data management system to compile and track performance at both team and individual levels. Being a fast learner who can work with set targets is essential. Strong customer service and interpersonal skills, good verbal and written communication skills, research, analytical, and problem-solving skills, as well as proficiency in Excel, are necessary for this role. Your knowledge and effective use of quality management processes and tools will be key to your success. You must demonstrate the ability to work well independently or within a team setting. --- Please note that the above job description does not include any additional details about the company.,