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Customer Experience Analyst

1 week ago

Mohali, Punjab, India Three Across Full time
Key Responsibilities:
- Listen to and review inbound and outbound calls, chat, or email interactions to ensure adherence to company standards and protocols
- Evaluate agents based on defined KPIs such as call quality, adherence to script, soft skills, resolution accuracy, and overall service efficiency
- Provide timely feedback to agents and team leaders to drive continuous improvement in service quality
- Generate detailed reports on call quality metrics and provide insights to the operations team for improving performance