Chat Process

6 days ago


Pitampura Delhi Delhi, India Underpin Services Full time

**Job Title**: Quality Chat Analyst

**Location**: West Enclave, Pitampura

**Job Type**: Full-time

**Job Overview**:
**Key Responsibilities**:

- Review and assess live and recorded chat interactions to ensure high standards of service and compliance with company policies.- Evaluate chat agents’ performance based on pre-defined quality metrics, such as response time, accuracy, tone, and adherence to scripts.- Provide detailed feedback to chat agents, highlighting strengths and areas needing improvement.- Track and report quality metrics, offering actionable insights to optimise performance.- Assist in training sessions and quality workshops to foster continuous improvement among the support team.
- Respond to ad hoc requests for chat evaluations and quality assessments as needed.

**Requirements**:

- Proven experience in a quality assurance or customer support role, ideally in a chat or digital support environment.- Strong analytical skills with the ability to identify trends and areas for improvement.- Excellent written and verbal communication skills.- Proficiency in quality assessment tools and chat platforms.- High attention to detail, with the ability to work both independently and collaboratively.- Familiarity with customer service best practices and performance metrics.
- Bachelor’s degree in a related field is preferred.



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