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Cognizant
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Quality Analyst

Quality Analyst

Cognizant

3 - 8 years

5 - 6 Lacs

Bengaluru

Posted:2 months ago| Platform:

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Skills Required

Customer Support Call Audit Chat Support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Quality Analyst LMS Support (Ads Email) Role Overview: The Quality Analyst will evaluate consultant interactions to ensure high standards in handling LMS advertiser queries. The role focuses on enhancing customer experience, identifying process gaps, and supporting quality improvement initiatives. Key Responsibilities: Evaluate and audit emails and chat responses based on pre-defined quality parameters. Analyze trends in quality scores and identify coaching and training needs. Collaborate with trainers and team leads to develop action plans for performance improvement. Provide detailed feedback and conduct calibration sessions with consultants and leads. Monitor adherence to SOPs, communication etiquette, troubleshooting accuracy, and product knowledge. Identify recurring errors and recommend process changes to reduce quality issues. Participate in process improvement and product readiness initiatives. Required Skills & Qualifications: 3-5 years of experience in a QA role, preferably in customer support or digital advertiser’s support. Detail-oriented with strong analytical and documentation skills. Strong communication and feedback delivery skills. Experience in quality monitoring tools and CRM platforms.

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Quality Analyst