
Quality Analyst-Customer Support
2 weeks ago
Job description Responsibilities: Quality Monitoring & Evaluation: Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. Provide constructive feedback to agents to help improve their performance and skill set. Ensure compliance with all company policies, procedures, and service level agreements (SLAs) for customer interactions. Regularly audit customer support procedures and documentation to ensure consistency and quality. Reporting & Analysis: Prepare and maintain detailed reports on quality scores, identifying trends, performance gaps, and areas for improvement. Analyze customer feedback, service performance data, and KPIs to identify opportunities for process improvement. Track and report on individual and team performance metrics, including response time, resolution time, and customer satisfaction. Training & Development: Support new hire onboarding by providing training and conducting calibration sessions. Assist in the development and delivery of ongoing training programs to enhance agent performance and service quality. Process Improvement: Work with a team to implement improvements in customer support processes based on feedback and performance data. Suggest and develop process or system enhancements to improve efficiency and customer experience. Customer Satisfaction Monitoring: Regularly review customer feedback surveys and NPS (Net Promoter Score) reports to gauge overall customer satisfaction. Work with team leads to address any negative feedback and recommend corrective actions by connecting with customers. Requirements: Minimum of 1-2 years of experience in a quality assurance, customer support, trainer or similar role, preferably in a blended environment (handling both voice and non-voice interactions). Experience in a non-technical customer service environment is a plus. Strong attention to detail and the ability to evaluate and assess interactions critically. Excellent verbal and written communication skills with a focus on providing clear, actionable feedback. Strong analytical and problem-solving abilities. Ability to manage multiple tasks and prioritize effectively. Apply now- sakshi.rathore@white-force.in 9329931737
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Customer Support Quality Analyst
5 days ago
Pune, Maharashtra, India LotusFlare Full time ₹ 5,00,000 - ₹ 12,00,000 per yearLotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and...
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Quality Analyst For Customer Support
3 days ago
Pune, India White Force Full timeJob description Quality Monitoring & Evaluation: Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. Provide constructive...
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Quality Analyst For Customer Support
2 weeks ago
Pune, India White Force Full timeJob description Quality Monitoring & Evaluation: Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. Provide...
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Quality Analyst For Customer Support
2 weeks ago
Pune, India White Force Full timeJob description Quality Monitoring & Evaluation: Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience. Provide...
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Quality Analyst-Customer Support
2 weeks ago
Pune, India White Force Full timeJob description Responsibilities: Quality Monitoring & Evaluation: Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall...
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Quality Analyst-Customer Support
2 weeks ago
Pune, India White Force Full timeJob description Responsibilities: Quality Monitoring & Evaluation: Regularly assess customer support interactions (calls, emails, chats, etc.) to ensure adherence to company guidelines, best practices, and customer service standards. Evaluate agents' communication skills, tone, accuracy, problemsolving, and...
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Analyst- Customer Support
2 weeks ago
Pune, Maharashtra, India Frido Full time ₹ 3,60,000 - ₹ 4,20,000 per yearResponsibilities: Dive Deep, conduct RCA, Identify causes & Fix them by formulating solutions which may include process changes, new process implementations. Monitor customer support processes such as buyer communications, feedbacks, cancellation & return requests, implement tracking system to analyze customer engagement metrics such as FRT, Resolution TAT....
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Senior Quality Analyst
4 weeks ago
Pune, India Galleon Consultants Full timeJob Description We're seeking to hire a Senior Quality Assurance Analyst for Quality Assurance vertical with minimum 3-6 years of experience in HRSS quality and transactional quality audit. As part of the Quality Assurance team, you will be responsible for doing Transaction Quality Audits.Additionally, you will be responsible for fostering a culture of...
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Call Quality Analyst
2 weeks ago
Pune, India White Force Full timeJob description Company Website- FITTR Job Title- Quality Analyst for Customer Support Job Location- Pune Seniority Level- Individual Contributor Range Of Experience- 2 to 5 years Job Summary: Write the Job Summary on what this role would be doing, this is direct summary of Top Role Activities. Include details on the department and its vision...
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Call Quality Analyst
2 weeks ago
Pune, India White Force Full timeJob description Company Website- FITTR Job Title- Quality Analyst for Customer Support Job Location- Pune Seniority Level- Individual Contributor Range Of Experience- 2 to 5 years Job Summary: Write the Job Summary on what this role would be doing, this is direct summary of Top Role Activities. Include details on the department and its vision We...