Improving Service Delivery

4 days ago


Jaipur, Rajasthan, India beBeeQuality Full time ₹ 9,00,000 - ₹ 12,00,000

Job Overview:

The role of Quality Analyst is a vital component in ensuring the delivery of exceptional service quality. This position involves evaluating and improving customer experience by identifying areas for improvement and implementing effective solutions.

Key Responsibilities:

  • Call Monitoring: Regularly monitor inbound and outbound calls to assess communication quality with customers.
  • Agent Development: Provide constructive feedback and coaching to agents to enhance their performance and improve customer satisfaction.
  • Process Enhancement: Identify process gaps, deviations, and customer handling issues, and develop actionable recommendations for leadership.
  • Quality Metrics: Create and maintain comprehensive quality reports, dashboards, and analysis to inform strategic decisions.
  • Customer Satisfaction: Support initiatives to drive customer satisfaction through data-driven insights and recommendations.

Requirements:

  • Education: A graduate degree in any field is required.
  • Experience: Minimum 1-3 years of experience as a quality analyst in an international voice process is essential.


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