Quality Analyst

3 weeks ago


Gurugram, India Urban Company Full time

Position Overview: We are seeking an experienced and proactive Quality Analyst to join our Customer Service team. The ideal candidate will have a minimum of 2 years of proven experience in a similar role and a strong track record of improving customer experiences through data-driven insights and long-term problem-solving strategies.

Key Responsibilities:

Monitor customer service interactions, including calls, emails, and chats, to assess representative performance and adherence to quality standards. Evaluate customer feedback and identify recurring issues or trends that impact customer satisfaction. Collaborate with cross-functional teams to develop and implement strategies to address root causes of customer issues and improve overall customer experience. Conduct regular audits and quality checks to ensure compliance with quality standards and regulatory requirements. Develop and maintain quality assurance guidelines and processes to ensure consistency and effectiveness in customer service delivery. Provide training and support to customer service representatives to improve their performance and enhance customer satisfaction. Prepare and present reports on quality metrics, performance trends, and improvement initiatives to management.

Qualifications:

Bachelor's degree Minimum of 2 years of proven experience as a Quality Analyst in a customer service environment. Strong analytical skills with the ability to interpret data and identify trends. Excellent problem-solving skills with a focus on long-term solutions. Detail-oriented with a commitment to accuracy and quality. Excellent communication and interpersonal skills
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