Sr. Quality Analyst

1 week ago

Bhiwandi, Maharashtra, India 0871e9b2-09be-40c7-b407-327ef155c6bb Full time ₹ 2,00,000 - ₹ 5,00,000 per year

5 Years

Bhiwandi, Turbhe New Office

Full-Time

INR Monthly)

Role Overview: A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.

Quality Monitoring

  • Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
  • Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.

Feedback & Coaching

  • Share timely, constructive, and actionable feedback with agents and team leaders.
  • Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.

Process Compliance

  • Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
  • Conduct periodic audits to check compliance and identify process deviations or risk areas.

Reporting & Analysis

  • Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
  • Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
  • Analyze errors to determine training needs and process gaps.

Calibration & Quality Standardization

  • Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
  • Update QA forms, checklists, and scoring mechanisms as processes evolve.

Process Improvement

  • Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
  • Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.

Customer Escalation Audits

  • Investigate and audit escalated cases to determine root causes and prevent recurrence.

Qualification
Minimum Graduate AND

3 years on paper as a Quality Analyst

Skills Required
Ø Strong analytical and observation skills in driving Project on NPS & CSAT

Ø Excellent written and verbal communication

Ø Understanding of multi-channel service (Voice, Non Voice, Escalation Desk)

Ø Detail-oriented with process and compliance focus

Ø Ability to work independently and as part of a team

Ø Proficiency in MS Excel, QA tools, CRM platforms, and Contact Center software

Required Skills
Quality Management Analyst

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