Quality Analyst

6 months ago

New Delhi, India Dentalkart Full time

Job Title: Quality Analyst


Roles & Responsibilities:


  1. Performance Monitoring:
  • Track and evaluate the performance of the customer success team.
  • Prepare and present monthly performance data in a measurable format to demonstrate quality progress.
  1. Quality Improvement Sessions:
  • Organize and conduct monthly quality sessions, including one-on-one coaching, group training, and providing resources for self-improvement.
  1. Regular Audits and Feedback:
  • Conduct regular audits on emails, chats, calls, social media interactions, and escalations.
  • Provide timely feedback on audit results, ensuring feedback is given on the same day based on agent availability.
  1. Barrier Identification and Improvement Coordination:
  • Identify performance barriers and coordinate efforts to enhance team efficiency.
  1. Process Improvement Brainstorming:
  • Lead brainstorming sessions to generate ideas for process improvements aimed at enhancing Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
  1. Product Suggestion Report:
  • Compile and analyze product suggestions to provide actionable insights for product improvements.
  1. Disposition Analysis:
  • Perform analysis on dispositions to identify trends and areas for improvement.


Skills:

  • Excellent communication skills.
  • Strong analytical and problem-solving abilities.
  • Proficiency in advanced Excel.
  • Strong organizational and time management skills.
  • Good knowledge of functions of customer service tools.


Qualifications:


  • Experience:
  • Minimum 2 years of experience as a Junior Associate in a support role.
  • Minimum 1 year of experience as a Senior Associate or Team Lead in a support vertical.
  • Education:
  • Minimum: Graduation.
  • Preferred: Post-Graduation.

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