Customer Service Quality Analyst

2 days ago

Kochi, India Chris Johnson Business IT Solutions Full time

Job description:

- Responsible for calibrating and supporting quality standards.
- Ensure that quality and customer satisfaction goals are met or addressed in a timely manner.
- Audit calls, chat, email, etc for external and internal communication and give feedback on strength and developmental areas to improve Executives performance
- Monitor quality and accuracy attributes; recommend solutions to address root cause.
- Assist in the customization of quality review guidelines and the creation of plans to achieve quality and customer satisfaction goals.
- Provide recommendations on improving the quality process to achieve goals and objectives.
- Daily reports on quality audit should be shared with the management
- Telecom experience and knowledge in CRM are advantageous.
- Minimum 2 years of work experience in relevant (Voice, Email, Chat) processes.
- Bachelor's degree from any stream.
- Minimum of two years' experience as a quality analyst.
- Uses a quality monitoring data management system to compile and track performance at the team and individual levels.
- A fast learner who can work with set targets.
- Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills, and having good knowledge of Excel.
- Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.

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