Quality Analyst Customer Support (Voice / Chat)

As a Quality Analyst for Customer Support (Voice / Chat) in Bangalore, your role will involve evaluating and enhancing performance in customer interactions. You will focus on monitoring voice and chat communications to identify gaps and ensure adherence to quality and compliance standards. Key Responsibilities: - Audit calls, chats, and tickets to assess process adherence and communication quality. - Provide detailed and actionable feedback to agents and team leaders. - Conduct calibration sessions and maintain QA reports. - Identify training and performance improvement needs. - Support continuous process improvement through trend analysis and root cause identification. - Collaborate with training and operations teams to enhance service delivery. Candidate Requirements: - Minimum 2-5 years of experience as a Quality Analyst in a BPO or Customer Support setup. - Excellent communication and listening skills. - Proficiency in using QA tools, scorecards, and MS Excel. - Strong attention to detail and process orientation. - Ability to provide constructive feedback and ensure implementation. In this role, you will have the opportunity to shape and enhance quality standards while working in a collaborative environment focused on continuous improvement. There is also a potential for career progression into senior QA or training roles. Please note that the work location is in person, and the job type is full-time.,