IN Quality Analyst

1 day ago

Gurgaon, Haryana, India Apertum Online Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking a detail-oriented and experienced Quality Analyst to ensure the highest standards of quality in our email and

chat support processes. The QA will monitor, evaluate, and improve customer interactions across email and chat channels,

ensuring exceptional customer experiences and adherence to company standards

Responsibilities:

◦ Review and evaluate email and chat interactions to ensure compliance with company policies, procedures, and quality standards.

◦ Identify communication gaps, inconsistencies, and areas for improvement in agent responses.

◦ Provide constructive feedback to agents based on quality evaluations.

◦ Collaborate with team leads and trainers to develop and implement coaching strategies.

◦ Generate and analyse quality reports to identify trends and recurring issues.

◦ Present insights and recommendations to stakeholders for process improvements.

◦ Participate in calibration sessions to align on quality standards and criteria.

◦ Suggest process enhancements to improve overall customer satisfaction and operational efficiency.

◦ Ensure agents adhere to legal and organisational compliance requirements.

◦ Assist in updating training materials to reflect quality benchmarks and best practices.

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