Quality Analyst (Email & chats)

You will be responsible for maintaining the highest quality standards in email and chat support processes as a Quality Analyst. Your role will involve monitoring, evaluating, and enhancing customer interactions through email and chat channels to ensure exceptional experiences and adherence to company guidelines. Your key responsibilities will include reviewing and assessing email and chat interactions for compliance with company policies, identifying areas for improvement in agent responses, providing constructive feedback to agents, collaborating with team leads and trainers on coaching strategies, analyzing quality reports to identify trends and recurring issues, presenting insights and recommendations for process enhancements, participating in calibration sessions to align on quality standards, suggesting process improvements for enhanced customer satisfaction and operational efficiency, ensuring agent compliance with legal and organizational requirements, and assisting in updating training materials to reflect quality benchmarks and best practices. To qualify for this role, you should have a Bachelor's degree or equivalent experience in a relevant field, along with at least 2 years of experience in a Quality Analyst role focusing on email and chat support. You should possess a strong understanding of email/chat platforms and CRM tools, familiarity with quality assurance frameworks and methodologies, proficiency in MS Office Suite and quality management tools, the ability to provide actionable insights and support agent development, attention to detail, accountability, a positive attitude, collaboration skills with cross-functional teams, self-motivation with a focus on continuous improvement. In addition to a challenging and rewarding work environment, you can look forward to enjoying perks and benefits such as an Annual Performance Bonus, Night Shift Allowance, Referral Hire Bonus, Health and Life Insurance coverage, IT Asset provision, a 5-day work week, 26 days of paid leave (excluding 8 public holidays), team fun activities, and quarterly team outings.,