Quality Analyst

7 days ago


Kharadi, Maharashtra, India Imperative Business Ventures Ltd Full time ₹ 1,80,000 - ₹ 3,00,000 per year

About the role:As a Quality Analyst/Controller – All Transcatons Audit, you will play a critical role in upholding our commitment to excellence in customer service. You will be responsible for monitoring and assessing the quality of customer service interactions, primarily through all channels.Key Responsibilities:Conduct Transcation / Non- Transcational Audit : Listen to recorded or live customer service calls / Read Emails and Customer Query to evaluate the quality of interactions, ensuring adherence to company standards.Quality assessment and control: Evaluate agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies, Query vs Resolution given to customer.Provide feedback: Deliver constructive and actionable feedback to all agents based on audit results to help them improve their performance and enhance customer satisfaction.Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team along with process gap if any. (Identified)Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions and resolution given to customer.Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.Customer feedback: Incorporate customer feedback into quality assessment processesQualifications:Bachelor's degree in a relevant field or equivalent work experience.Minimum >1year of work experience in quality analysis and Email/Voice auditing, preferably in a customer service environment.Excellent communication skills, both written and verbal.Should have good aptitude for fact finding.Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).Job Types: Full-time, PermanentPay: ₹20, ₹25,000.00 per monthWork Location: In person



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