Quality Analyst

1 week ago

Gurgaon, Haryana, India Kezan consulting Full time ₹ 4,50,000 - ₹ 9,00,000 per year
  • Conducting quality monitoring and evaluation of customer interactions, including phone calls, emails, chat
  • conversations, and social media interactions, to ensure compliance with company policies, procedures, and quality standards.
  • Analyzing key performance indicators (KPIs) and quality metrics, such as average handling time, customer satisfaction scores, first call resolution, and adherence to scripts and guidelines. Identifying areas of improvement and providing feedback to contact center agents and management.
  • Developing and implementing quality assurance programs, processes, and guidelines to improve customer service and ensure consistent service delivery across all channels. Identifying training needs and working
  • with the training team to develop appropriate training modules.
  • Providing constructive feedback and coaching to contact center agents based on quality evaluations.
  • Identifying strengths and areas of improvement for individual agents and conducting regular performance
  • reviews.
  • • Investigating and analyzing customer complaints and escalations to identify the root causes of issues.
  • Collaborating with relevant teams, such as operations, training, and IT, to implement corrective actions and prevent recurring problems.
  • Maintaining accurate and detailed records of quality evaluations, feedback, and performance metrics.
  • Preparing reports and presenting findings to management, highlighting trends, areas of improvement, and recommendations for enhancing customer satisfaction and operational efficiency.
  • Collaborating with cross-functional teams to identify process gaps, bottlenecks, and opportunities for
  • improvement in contact center operations. Making recommendations for process enhancements and participating in continuous improvement initiatives.
  • Ensuring compliance with relevant industry regulations, data protection policies, and company guidelines.
  • Identifying non-compliance issues and providing recommendations for corrective actions.
  • Staying updated with industry best practices, customer service trends, and emerging technologies.
  • Implementing quality standards and best practices to drive customer satisfaction and improve contact
  • center performance. 

Requirement:-
  • A bachelor's degree with relevant work experience.
  • 1-3 Years of Previous experience in a contact center environment, preferably in a quality assurance or quality analyst role, is highly desirable.
  • Familiarity with contact center operations, customer service principles, and industry best practices.
  • Strong analytical skills to evaluate performance metrics, identify trends, and provide data-driven insights for improvement.
  • Excellent attention to detail to effectively monitor and evaluate customer interactions and identify areas for improvement.
  • Exceptional written and verbal communication skills to provide feedback, coaching, and collaborate with different teams.
  • Strong problem-solving abilities to investigate customer complaints, identify root causes, and propose solutions.
  • Proficient in using contact center software, quality monitoring tools, and Microsoft Office applications.
  • Effective time management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
  • Ability to work collaboratively with cross-functional teams, agents, and management to drive improvement initiatives.
  • Flexible and adaptable to changing priorities, business needs, and evolving industry trends.
  • Demonstrated commitment to delivering excellent customer service and enhancing customer satisfaction

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