Quality Analyst-Customer Support

1 week ago

Pune, India White Force Full time

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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