Quality Analyst-Customer Support

2 days ago

Pune, India White Force Full time

Job description Responsibilities: Quality Monitoring & Evaluation:  Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards.   Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience.   Provide constructive feedback to agents to help improve their performance and skill set.   Ensure compliance with all company policies, procedures, and service level agreements (SLAs) for customer interactions.   Regularly audit customer support procedures and documentation to ensure consistency and quality. Reporting & Analysis:  Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement.   Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement.   Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction. Training & Development:  Support new hire onboarding by providing training and conducting calibration sessions.   Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality. Process Improvement:  Work with a team to implement improvements in customer support processes based on feedback and performance data.   Suggest and develop process or system enhancements to improve efficiency and customer experience. Customer Satisfaction Monitoring:  Regularly review customer feedback surveys and NPS (Net Promoter Score) reports to gauge overall customer satisfaction.   Work with team leads to address any negative feedback and recommend corrective actions by connecting with customers. Requirements:  Minimum of 1-2 years of experience in a quality assurance, customer support, trainer or similar role, preferably in a blended environment (handling both voice and non-voice interactions).   Experience in a non-technical customer service environment is a plus.   Strong attention to detail and the ability to evaluate and assess interactions critically.   Excellent verbal and written communication skills with a focus on providing clear, actionable feedback.   Strong analytical and problem-solving abilities.   Ability to manage multiple tasks and prioritize effectively. Apply now-

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