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eClerx
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Senior Analyst

Senior Analyst

eClerx

2 - 4 years

2 - 4 Lacs

chandigarh

Posted:1 week ago| Platform:

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Skills Required

bpo voice call center operations international bpo analytical customer service verbal communication monitoring telecommunication voice process operations continuous improvement written communication chat operational excellence call monitoring communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Operations - Senior Analyst
India- Chandigarh/Mohali | Full-time (FT) | Customer Operations
Shift Timings – Flexible 24x7

Specialisation – International BPO, Voice Process

We are seeking a skilled and detail-oriented BPO Quality Analyst for our Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Analyst, you will be responsible for monitoring and assessing the quality of voice interactions between our customer service representatives and customers. Your primary focus will be to analyze voice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.

Customer Operations Quality Analyst – Responsibilities

Call Monitoring: Assist in evaluating customer’s (phone and chat) interactions to ensure quality standards are met
Feedback and Reporting: Help compile feedback on agent performance and prepare reports highlighting key findings
Support Improvement Initiatives: Participate in quality improvement projects by gathering data and identifying trends
Documentation: Maintain records of evaluations and feedback sessions to track progress and improvements
Team Collaboration: Work closely with team members and supervisors to foster a culture of continuous improvement

Minimum Qualifications

Education: Candidate must be a graduate
Skills: Strong analytical skills, attention to detail, and excellent verbal and written communication abilities
Adaptability: Willingness to learn and adapt to a fast-paced work environment
Basic knowledge of customer service principles is a plus
Familiarity with call center operations and telecommunications is advantageous

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Senior Analyst