Analyst

2 weeks ago

Pune, Maharashtra, India Eclerx Full time
Job Description

Responsibilities:

- Monitor and evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
- Analyze voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
- Identify and assess customer service representatives performance gaps and areas for improvement based on quality metrics and performance standards.
- Provide constructive and timely feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement.
- Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
- Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
- Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
- Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring ofvoice interactions.
- Stay updated with industry best practices and trends in customer service andvoice processes to continuously improve the quality evaluation process.
- Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.

Requirements:

- Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
- Proven experience as a Quality Analyst in a BPO setting, preferably with experience invoice process evaluation.
- Excellent verbal and written communication skills with a keen eye for detail.
- Strong analytical and problem-solving abilities to assessvoice interactions and identify areas for improvement.
- Familiarity with quality monitoring tools andvoice platforms.
- Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
- Knowledge of customer service principles and practices.
- Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
- Flexibility to adapt to changing business needs and work in shifts, if required.

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