QA / QC Analyst

  About the role: As a Quality Analyst/Controller – All Transcatons Audit, you will play a critical role in upholding our commitment to excellence in customer service. You will be responsible for monitoring and assessing the quality of customer service interactions, primarily through all channels. Key Responsibilities: Conduct Transcation / Non- Transcational Audit : Listen to recorded or live customer service calls / Read Emails and Customer Query  to evaluate the quality of interactions, ensuring adherence to company standards. Quality assessment and control: Evaluate agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies, Query vs Resolution given to customer. Provide feedback: Deliver constructive and actionable feedback to all agents based on audit results to help them improve their performance and enhance customer satisfaction. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team along with process gap if any. (Identified) Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions and resolution given to customer. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements. Customer feedback: Incorporate customer feedback into quality assessment processes Qualifications: Bachelor's degree in a relevant field or equivalent work experience. Minimum >1year of work experience in quality analysis and Email/Voice auditing, preferably in a customer service environment. Excellent communication skills, both written and verbal. Should have good aptitude for fact finding. Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).