Customer Experience Improvement Specialist

3 days ago


India Tata Consultancy Services Full time
Quality Analyst Job Description at Tata Consultancy Services

We are seeking a Quality Analyst to join our team at Tata Consultancy Services. As a Quality Analyst, you will play a critical role in ensuring the quality of our services and delivering exceptional customer experiences.

About the Role
  • Complete quality checks as per quality check plan
  • Listen and assess live calls or recorded calls to ensure compliance with internal policies
  • Check for customer satisfaction metrics and regulatory standards
  • Evaluate based on tone, professionalism, resolution effectiveness and communication clarity

The ideal candidate will have strong analytical skills, attention to detail, and excellent communication skills. They will also be able to work effectively in a team environment and meet deadlines.

Key Responsibilities
  • Complete daily/weekly reports to share with analysis and results
  • Do cross calibration with clients to ensure no process gaps
  • Take huddles/briefs for the team and work towards bridging knowledge gaps

We offer a competitive salary range of $50,000 - $80,000 per annum, depending on experience.

Required Skills and Qualifications
  • Graduation in any stream
  • Prior 12 months experience of Customer Service & Operations Management in ANZ Utilities Industry
  • More than 2 years of experience in service industry

As a Quality Analyst at Tata Consultancy Services, you will have the opportunity to work with a global IT and business solutions leader and contribute to the delivery of exceptional customer experiences.



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