Quality Analyst
2 weeks ago
Job Title: Quality Analyst - Customer Experience Team
Location: Bangalore
Department: Customer Experience
Reports To: Quality & Training Manager
Job Summary:
The Quality Analyst - Customer Experience is responsible for ensuring that customer interactions across all channels meet the company’s quality standards. This role involves monitoring, evaluating, and improving the quality of customer support and service, identifying training needs, and ensuring the overall customer experience aligns with the company's objectives. The Quality Analyst will work closely with customer support teams, training departments, and management to enhance service delivery.
Key Responsibilities:
Monitor Customer Interactions: Evaluate calls, emails, NPS and other customer interactions to ensure adherence to quality standards and identify areas for improvement.
Audit and Report: Conduct regular audits of customer service representatives' performance and provide detailed feedback and reports to management.
Performance Metrics: Analyze key performance metrics related to customer satisfaction, first call resolution, response time, and other relevant KPIs.
Develop and Implement Quality Standards: Collaborate with management to develop quality guidelines, standards, and best practices for the customer experience team.
Training and Coaching: Identify training needs based on quality evaluations and work with the training team to create and deliver training programs aimed at improving customer service.
Customer Feedback: Gather and analyze customer feedback to identify trends, patterns, and areas for service improvement.
Continuous Improvement: Proactively recommend and implement strategies for improving processes and overall customer experience quality.
Collaboration: Work closely with customer service teams, management, and other stakeholders to address any issues and ensure continuous improvement in customer experience.
Qualifications:
Education: Bachelor’s degree inExperience: 2+ years of experience in quality analysis or customer service, preferably in a customer experience-focused role.
Skills:
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Proficiency in using customer service software and quality monitoring tools.
Attention to detail and a commitment to high-quality standards.
Ability to work independently and collaboratively in a fast-paced environment.
Strong organisational and time management skills.
Key Competencies:
Customer-focused mindset with a passion for delivering high-quality service.
Ability to analyze data and make data-driven decisions.
Strong coaching and mentoring abilities.
Continuous improvement orientation.
Adaptability and resilience in handling change and feedback.
Job Summary:
The Quality Analyst - Customer Experience is responsible for ensuring that customer interactions across all channels meet the company’s quality standards. This role involves monitoring, evaluating, and improving the quality of customer support and service, identifying training needs, and ensuring the overall customer experience aligns with the company's objectives. The Quality Analyst will work closely with customer support teams, training departments, and management to enhance service delivery.
Key Responsibilities:
Monitor Customer Interactions: Evaluate calls, emails, chat, and other customer interactions to ensure adherence to quality standards and identify areas for improvement.
Audit and Report: Conduct regular audits of customer service representatives' performance and provide detailed feedback and reports to management.
Performance Metrics: Analyze key performance metrics related to customer satisfaction, first call resolution, response time, and other relevant KPIs.
Develop and Implement Quality Standards: Collaborate with management to develop quality guidelines, standards, and best practices for the customer experience team.
Training and Coaching: Identify training needs based on quality evaluations and work with the training team to create and deliver training programs aimed at improving customer service.
Customer Feedback: Gather and analyze customer feedback to identify trends, patterns, and areas for service improvement.
Continuous Improvement: Proactively recommend and implement strategies for improving processes and overall customer experience quality.
Compliance: Ensure compliance with company policies, industry regulations, and customer service standards.
Collaboration: Work closely with customer service teams, management, and other stakeholders to address any issues and ensure continuous improvement in customer experience.
Qualifications:
Education: Bachelor’s degree in Business, Communication, or a related field.
Experience: 2+ years of experience in quality analysis or customer service, preferably in a customer experience-focused role.
Skills:
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Proficiency in using customer service software and quality monitoring tools.
Attention to detail and a commitment to high-quality standards.
Ability to work independently and collaboratively in a fast-paced environment.
Strong organizational and time management skills.
Key Competencies:
Customer-focused mindset with a passion for delivering high-quality service.
Ability to analyze data and make data-driven decisions.
Strong coaching and mentoring abilities.
Continuous improvement orientation.
Adaptability and resilience in handling change and feedback.
Professional development opportunities
Collaborative and inclusive work environment
Preferred Qualifications:
Familiarity with quality management systems and standards.
Certification in Quality Assurance or related fields
Working Conditions:
Full-time position.
Work from Office
Flexible timings
-
Quality Analyst
2 months ago
Bangalore Urban, India PTW Full timeJob DescriptionYears of exp: 1 - 6 Location: RemoteSummary:The Quality Analyst is responsible for performing reviews/audits for email/chat/call transactions, publish weekly/monthly reports to highlight the areas of improvement. To be successful as a Quality Analyst, you should demonstrate strong attention to detail and have analytical and problem-solving...
-
Quality Analyst
2 weeks ago
Bangalore Urban, India Supertails Full timeJob Title: Quality Analyst - Customer Experience TeamLocation: BangaloreDepartment: Customer ExperienceReports To: Quality & Training ManagerJob Summary:The Quality Analyst - Customer Experience is responsible for ensuring that customer interactions across all channels meet the company’s quality standards. This role involves monitoring, evaluating, and...
-
Quality Analyst
5 days ago
bangalore, India Kapture CX Full timeJob Title: Quality Analyst/Quality ManagerJob Location: BangaloreDepartment: Customer SupportJob Summary: The Quality Analyst for Customer Support will be responsible for monitoring and evaluating the quality of customer interactions to ensure excellent service standards. This role involves analyzing customer service data, identifying trends, and...
-
Quality Analyst
5 days ago
bangalore, India Kapture CX Full timeJob Title: Quality Analyst/Quality Manager Job Location: Bangalore Department: Customer Support Job Summary: The Quality Analyst for Customer Support will be responsible for monitoring and evaluating the quality of customer interactions to ensure excellent service standards. This role involves analyzing customer service data, identifying trends, and...
-
Quality Analyst
2 days ago
bangalore, India Kapture CX Full timeJob Title: Quality Analyst/Quality Manager Job Location: Bangalore Department: Customer Support Job Summary: The Quality Analyst for Customer Support will be responsible for monitoring and evaluating the quality of customer interactions to ensure excellent service standards. This role involves analyzing customer service data, identifying trends, and...
-
Quality Analyst
3 weeks ago
bangalore, India TIGI HR ® Full timeRole: Quality Analyst II (Cloud)Experience: 2 to 4yrsLocation: BangaloreSkills:* Composer knowledge* Linux CLI minimum knowledge* Minimum security knowledge* Testiing strategies (automated, manual, regression,white/black box)Responsibility* Automate manual processes, implement new automated tests for Adobe Commerce Cloud* Perform manual tests ensuring the...
-
Quality Analyst
1 day ago
bangalore, India gnani.ai Full timeJob Description : 1.Conducts quality review of telephonic conversations to ensure the Quality scores and inferences generated are accurate as per client requirement, alongside identify areas for improvement. 2.Should be excellent in document call observations. 3.Should have hands-on experience working on Excel, creating basic Dashboards. 4.Support Business...
-
Quality Analyst
2 days ago
bangalore, India gnani.ai Full timeJob Description: 1.Conducts quality review of telephonic conversations to ensure the Quality scores and inferences generated are accurate as per client requirement, alongside identify areas for improvement.2.Should be excellent in document call observations.3.Should have hands-on experience working on Excel, creating basic Dashboards.4.Support Business team...
-
Quality Analyst
2 weeks ago
bangalore, India Akaike Technologies Full timeRole : Quality AnalystExperience: 1+YearsLocation : BangaloreAbout Us:Akaike Technologies is a forward-thinking startup specializing in Artificial Intelligence (AI), Machine Learning (ML), and Data Science (DS) solutions. We are dedicated to pushing the boundaries of technology and innovation to deliver exceptional products and services to our clients.Job...
-
Data Quality Analyst
1 day ago
bangalore, India Xiaomi India Full timeOverview: We are seeking a detail-oriented and analytical Data Analyst to join our Quality Department. The ideal candidate will possess strong proficiency in using Power BI, SQL, and Excel to analyse and interpret complex datasets related to quality assurance and process improvement. The role involves collaborating with cross-functional teams to extract...
-
Quality Analyst
2 weeks ago
Bangalore, India Akaike Technologies Full timeRole : Quality Analyst Experience: 1+Years Location : Bangalore About Us: Akaike Technologies is a forward-thinking startup specializing in Artificial Intelligence (AI), Machine Learning (ML), and Data Science (DS) solutions. We are dedicated to pushing the boundaries of technology and innovation to deliver exceptional products and services...
-
Quality Analyst
2 days ago
bangalore, India Akaike Technologies Full timeRole: Quality AnalystExperience: 1+YearsLocation: BangaloreAbout Us:Akaike Technologies is a forward-thinking startup specializing in Artificial Intelligence (AI), Machine Learning (ML), and Data Science (DS) solutions. We are dedicated to pushing the boundaries of technology and innovation to deliver exceptional products and services to our clients.Job...
-
Quality Analyst
2 days ago
bangalore, India Akaike Technologies Full timeRole : Quality Analyst Experience: 1+Years Location : Bangalore About Us: Akaike Technologies is a forward-thinking startup specializing in Artificial Intelligence (AI), Machine Learning (ML), and Data Science (DS) solutions. We are dedicated to pushing the boundaries of technology and innovation to deliver exceptional products and services to our clients....
-
Data Quality Analyst
2 weeks ago
bangalore, India Xiaomi India Full timeOverview: We are seeking a detail-oriented and analytical Data Analyst to join our Quality Department. The ideal candidate will possess strong proficiency in using Power BI, SQL, and Excel to analyse and interpret complex datasets related to quality assurance and process improvement. The role involves collaborating with cross-functional teams to extract...
-
Data Quality Analyst
2 days ago
bangalore, India Xiaomi India Full timeOverview: We are seeking a detail-oriented and analytical Data Analyst to join our Quality Department. The ideal candidate will possess strong proficiency in using Power BI, SQL, and Excel to analyse and interpret complex datasets related to quality assurance and process improvement. The role involves collaborating with cross-functional teams to extract...
-
Quality Analyst Specialist
1 month ago
Bangalore, India MarketStar Full timeIf you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply.Role: Quality Analyst - SalesLocation: BangaloreShift Timings: Flexible to Work In Global ShiftAbout MarketStarIn everything we do, we believe in creating growth, for our clients, employees, and community. For the past 35+...
-
Quality Analyst
5 days ago
bangalore, India DigitalTek Solutions Full timeCompany Description: DigitalTek Solutions is a provider of statement of work-based managed services staffing solutions, staff augmentation, and IT consulting services to Fortune 1000 companies in North America. Specializing in talent acquisition for IT, Engineering, and Digital sectors across various industries, including banking, finance, insurance,...
-
Quality Analyst
2 days ago
bangalore, India Supertails Full timeJob Title: Quality Analyst - Customer Experience TeamLocation: BangaloreDepartment: Customer ExperienceReports To: Quality & Training ManagerJob Summary:The Quality Analyst - Customer Experience is responsible for ensuring that customer interactions across all channels meet the company’s quality standards. This role involves monitoring, evaluating, and...
-
Data Analyst
1 month ago
Bangalore Urban, India Alp Consulting Ltd. Full timeDear Candidate,Please do find the attached JD,Job Description:Professional with experience in translating high-level business requirements into detailed functional specifications. Evaluate the technical and functional solutions to meet the business needs. Work with development and operations team to solve cross-functional issue, recommend and ensure proper...
-
Data Analyst
1 month ago
Bangalore Urban, India Alp Consulting Ltd. Full timeDear Candidate, Please do find the attached JD, Job Description: Professional with experience in translating high-level business requirements into detailed functional specifications. Evaluate the technical and functional solutions to meet the business needs. Work with development and operations team to solve cross-functional issue, recommend and ensure...
