Quality Analyst

ESDS Software Solution Limited

2 - 5 years

0 Lacs

Nashik Maharashtra India

Posted:2 months ago| Platform:

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Skills Required

chat audit schedule analysis service mapping documentation metrics report management training excel power

Work Mode

On-site

Job Type

Full Time

Job Description

Quality Analyst role - Responsibilities:-• Monitor External reviews on social media platforms on daily basis.• Investigate Calls, Chat transcripts, tickets (emails) based on Quality Audit parameters as to ensure appropriate resolution rendered and SLA and CSAT targets met. • Share feedback with concerned agent/admin based on audit findings/gaps and areas Improvement.• Schedule sessions with departmental stakeholders to provide insights on based Quality analysis. • Coordinate with Team leaders/stakeholders and customer service teams for process updates. • Assisting in process mapping and documentation. • Ensure quality metrics met in concerned department process by assessing accurate samples and Monitor process improvement initiatives.• Would be sharing weekly/monthly departmental based audit report with management and concern leaders on timely basis.• Conduct communication/ Customer service based training as per business requirements. Qualifications:- Graduation • Excellent command over English language (written & verbal).• Expertise in MS Excel, Power Point etc. • Amenable to work in shifts as per business requirements.

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Quality Analyst