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Quality Analyst

4 months ago

Bengaluru, India Gameskraft Full time

Job Description for Quality Analyst for Customer Experience


We are looking for an innovative and experienced individual to join the quality team. The quality analyst is responsible for processes laid down are being followed flawlessly in the voice & non-voice support functions. The successful candidate will work closely with various brand operations teams and central support teams to ensure the adherence of the predetermined quality guidelines.

To be successful as a quality analyst, you should demonstrate strong attention to detail and have analytical and problem-solving abilities. The ideal candidate must be able to govern the adoption & adherence of processes/SOPs at one end, while at the other be able to provide comprehensive feedback & coaching to a Customer Support Agent.

The role is predominantly in the voice (call) and non-voice (email/chat) process and we are looking for a resource who has proven experience in working on a Contact Center Quality Monitoring Tools which facilitate self-monitoring and self-analysis of contacts - powered by AI.


Designation: Quality Analyst


WHAT YOU’LL DO:

  • Conduct regular quality assessments of customer support interactions - You are a custodian of customer experience
  • Investigate customer complaints and product issues - You are a problem solve
  • Develop excellent conversational quality within CSAs (agents) - You are a good conversational coach
  • Drive the adherence of quality assurance processes and guidelines to ensure consistency and effectiveness in customer support operations - You drive Process Excellence
  • Analyze Data & Create stellar audit reports to assist the operations team to make right decisions - You can create insightful reports
  • Run refreshers and knowledge transfers for your peers and the agents as and when required - You showcase coaching acumen
  • Provide timely feedback and coaching to improve the performance of support agents - You are a mentor


WHAT YOU’LL BRING:


  • 3+ years of proven experience as a Quality Analyst
  • Comprehensive knowledge of quality tools, concepts, and associated methodologies.
  • Proven experience in improving CSAT & FCR by deploying best practices to enhance customer experience
  • Converting problems identified in audits to actionable solutions and thereafter ensuring that these solutions are implemented in the right manner.
  • Have worked on Quality Monitoring Tools in contact centers (Master QA, Transmon, etc.) - experience with setting up such tools will be a plus
  • Proven skills in Tools such as QA applications, CRM (databases) / Ticketing platforms ( FreshDesk, Zoho, Zendesk,Salesforce) and Microsoft Office
  • Knowledge about online games, namely; Rummy/Ludo/Poker would be beneficial
  • Should have strong written and verbal communication skills.
  • The ideal candidate will have full professional proficiency in English and a working proficiency in any of the 3 following languages - Hindi, Telugu, Tamil, Kannada
  • Develop a good rapport with cross-functional stakeholders, operations team and agents - You can collaborate