Dentalkart | Quality Analyst
4 days ago
Job Title: Quality Analyst
Roles & Responsibilities:
- Performance Monitoring:
- Track and evaluate the performance of the customer success team.
- Prepare and present monthly performance data in a measurable format to demonstrate quality progress.
- Quality Improvement Sessions:
- Organize and conduct monthly quality sessions, including one-on-one coaching, group training, and providing resources for self-improvement.
- Regular Audits and Feedback:
- Conduct regular audits on emails, chats, calls, social media interactions, and escalations.
- Provide timely feedback on audit results, ensuring feedback is given on the same day based on agent availability.
- Barrier Identification and Improvement Coordination:
- Identify performance barriers and coordinate efforts to enhance team efficiency.
- Process Improvement Brainstorming:
- Lead brainstorming sessions to generate ideas for process improvements aimed at enhancing Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Product Suggestion Report:
- Compile and analyze product suggestions to provide actionable insights for product improvements.
- Disposition Analysis:
- Perform analysis on dispositions to identify trends and areas for improvement.
Skills:
- Excellent communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in advanced Excel.
- Strong organizational and time management skills.
- Good knowledge of functions of customer service tools.
Qualifications:
- Experience:
- Minimum 2 years of experience as a Junior Associate in a support role.
- Minimum 1 year of experience as a Senior Associate or Team Lead in a support vertical.
- Education:
- Minimum: Graduation.
- Preferred: Post-Graduation.
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