Quality Analyst

4 days ago

Delhi, Delhi, India Lenskart Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role Description-

• Audit and evaluate inbound and outbound calls, emails, and chat interactions.

• Assess agent performance based on established quality guidelines and key performance

indicators (KPIs).

• Document and provide constructive feedback to Customer Support Team.

• Identify trends and recommend areas for improvement in processes and customer service.

• Collaborate with trainers and team leaders to design and implement training programs.

• Maintain and update QA scorecards and reports.

• Participate in call calibration sessions to ensure consistent evaluation standards.

• Support the development of quality standards and procedures.

Qualifications-

• High school diploma or equivalent (Bachelors degree preferred).

• Minimum of 2 years of experience in quality assurance or a related role.

• Strong analytical and listening skills.

• Excellent written and verbal communication skills.

• Proficiency in call monitoring software and CRM systems.

• Ability to provide constructive feedback and drive performance improvement.

• Detail-oriented with strong organizational skills.

• Should be well-versed with Six Sigma Methodologies and & seven QC tools.

Please share the resume on Role & responsibilities

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