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Quality Analyst

3 months ago

Bengaluru, Karnataka, India Gameskraft Full time

Job Description for Quality Analyst - Enhancing Customer Experience

We are seeking a talented and creative individual to join our dynamic quality team. As a quality analyst, your main role will be ensuring that all established processes are meticulously followed in our voice and non-voice support operations. Collaborating closely with brand operations and central support teams, you will be instrumental in upholding our quality standards.

For this position, attention to detail, analytical thinking, and problem-solving skills are key. The ideal candidate excels in overseeing process adherence and providing valuable feedback and coaching to our Customer Support Agents.

This role primarily focuses on call and email/chat support processes. We are looking for someone with a solid background in using Contact Center Quality Monitoring Tools, including AI-powered self-monitoring capabilities.

Company: Passionate Services Ltd.

Job Title: Quality Analyst - Customer Experience Enhancer

WHAT YOU'LL DO:

  • Conduct regular quality assessments of customer support interactions - You play a crucial role in shaping customer experiences
  • Investigate customer complaints and product issues - You are adept at solving problems
  • Develop excellent conversational skills among our Customer Support Agents - You excel in coaching communication
  • Ensure strict adherence to quality assurance processes for consistent and effective support operations - You are a champion of Process Excellence
  • Analyze data and generate insightful audit reports to support operational decision-making - You are skilled at creating actionable reports
  • Provide training sessions and knowledge sharing among peers and agents as needed - You are recognized for your coaching abilities
  • Offer timely feedback and coaching to enhance the performance of support agents - You are a trusted mentor

WHAT YOU'LL BRING:

  • Minimum of 3 years experience as a Quality Analyst
  • In-depth knowledge of quality tools, methodologies, and concepts
  • Proven track record of boosting Customer Satisfaction (CSAT) & First Call Resolution (FCR) metrics through best practices
  • Ability to translate audit findings into actionable solutions and oversee their implementation
  • Previous experience with Quality Monitoring Tools in contact center environments (e.g., Master QA, Transmon)
  • Familiarity with QA applications, CRM systems, ticketing platforms, and Microsoft Office
  • Understanding of online gaming, particularly Rummy, Ludo, or Poker, is advantageous
  • Strong written and verbal communication skills
  • Professional proficiency in English and at least one of the following languages: Hindi, Telugu, Tamil, Kannada
  • Establish good relationships with various stakeholders, operations teams, and agents - You are adept at fostering collaboration