Quality Assurance- Crypto

3 days ago

Gurugram Haryana India, IN PineQ Lab Technology Full time

ole & Key Responsibilities

The primary function of a Quality Analyst is to maintain and improve customer service standards, ensuring excellent customer experience and adherence to company policies.

1. Monitoring and Evaluating Customer Interactions

  • Interaction Review: Conduct real-time or recorded monitoring of interactions (calls, chats, emails) between customer service agents and customers.
  • Performance Scoring: Evaluate agent performance based on a predefined scorecard or quality standards (QA scorecard), assessing professionalism, issue resolution, accuracy, tone, and adherence to scripts/procedures.
  • Wealth Management Compliance: Ensure that all Wealth Management-related interactions (such as providing product information or handling account inquiries) are conducted in strict accordance with legal, regulatory, and internal compliance guidelines.

2. Feedback and Coaching

  • Agent Feedback: Provide clear, constructive, and actionable feedback to agents on their performance.
  • Training Needs Identification: Identify skill gaps and training needs to improve performance, and support their development.
  • Calibration Sessions: Coordinate and facilitate calibration sessions for call center staff to ensure consistency and uniformity in the application of quality standards.

3. Data Analysis and Process Improvement

  • Trend Analysis: Analyze large volumes of data (KPIs) to identify trends, patterns, and errors (quality defects) in customer service delivery.
  • Reporting: Create detailed records, reports, and dashboards to track quality metrics over time and present them to management.
  • Process Enhancement: Recommend and implement improvements to fix broken internal processes, address inefficiencies, and enhance overall operational efficiency.

4. Compliance and Risk Management

  • Quality Standard Development: Collaborate with management to develop and refine quality assurance policies and procedures.
  • Risk Mitigation: Work to reduce customer complaints, defects, and potential risks to the company.

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