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 consistently met in a timely manner. Your responsibilities will include: - Auditing calls, chats, emails, etc., both for external and internal communication, and providing feedback on strengths and areas for development to enhance the performance of Executives. - Monitoring quality and accuracy attributes, and recommending solutions to address root causes. - Assisting in customizing quality review guidelines and creating plans to achieve quality and customer satisfaction goals. - Providing recommendations for improving the quality process to meet objectives effectively. - Sharing daily reports on quality audit with the management for review and analysis. Qualifications required for this role include: - Minimum of 2 years of work experience in relevant processes such as Voice, Email, and Chat. - Bachelor's degree in any stream. - At least two years of experience as a quality analyst. - Proficiency in using a quality monitoring data management system to compile and track performance at both team and individual levels. - Strong interpersonal and customer service skills, along with excellent verbal and written communication abilities. - Research, analytical, and problem-solving skills, with a good knowledge of Excel. - Knowledge and effective use of quality management processes and tools. - Ability to work independently as well as collaboratively within a team environment. Your telecom experience and knowledge in CRM will be advantageous in performing your responsibilities effectively. Being a fast learner who can work towards set targets will be beneficial in this role. Your dedication to maintaining strong quality standards and your ability to provide valuable insights for process improvement will contribute to the overall success of the team and organization.,