Quality Analyst

3 days ago

Hyderabad, Telangana, India Monksays Superfoods Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Summary

The Quality Analyst ensures high-quality customer service by monitoring and analyzing employee-customer phone interactions. Your main job is to identify service quality issues, report on performance, and flag urgent concerns.

Key Responsibilities:

  • Call Quality Check: Listen to and evaluate recorded and live employee calls against set quality standards (product knowledge, tone, process following).
  • Data Reporting: Create detailed weekly reports summarizing call quality, common errors, and performance trends.
  • Escalation: Immediately report critical issues, policy violations, or urgent customer problems to management.
  • Performance Insight: Provide clear data and insights to help managers coach and train employees effectively.
  • Standard Keeper: Ensure all customer interactions meet BBETTERs professional and compliance standards.

Requirements:

  • Proven experience in call center Quality Assurance (QA).
  • Strong ability to analyze data and create professional reports (Excel/Sheets required).
  • Excellent communication skills and attention to detail.
  • Fluent in Kannada.

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