Quality Analyst Contact Centre (IT Services) Relevantz Technology Services

6.0 - 10.0 years

0 Lacs

chennai, tamil nadu

On-site

As a Quality Analyst for the Contact Centre in the IT Services industry, your role will involve auditing and improving service quality for contact center operations catering to customers in healthcare, fintech, and retail sectors. Your responsibilities will include: - Monitoring and evaluating agent interactions (calls, chats, tickets) to ensure quality and compliance standards are met. - Developing QA scorecards customized to specific customer domains such as HIPAA for healthcare and PCI for fintech. - Analyzing performance trends, conducting root cause analysis, and implementing corrective actions to reduce error rates. - Collaborating with training and floor teams to address quality gaps ...

Posted 5 days ago

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Quality Analyst Contact Centre (IT Services) Relevantz Technology Services

6.0 - 10.0 years

0 Lacs

chennai, tamil nadu

On-site

The Quality Analyst position at our company involves ensuring the service quality of contact center operations in the IT services domain, with a focus on customers in healthcare, fintech, and retail sectors. Your responsibilities will include auditing, coaching, compliance checks, and implementing quality frameworks specific to each domain. As a Quality Analyst, you will be expected to monitor and evaluate agent interactions such as calls, chats, and tickets to ensure quality and compliance standards are met. You will create customized QA scorecards based on the requirements of each customer domain, such as HIPAA for healthcare and PCI for fintech. Additionally, tracking performance trends, ...

Posted 2 months ago

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