Customer Service Quality Analyst Support in Bangalore, भारत

Customer Service Quality Analyst
Location: Bangalore
Salary: Up to 4.6 LPA
Experience: Minimum 2 to 3 years in a Quality Analyst role within a customer service environment

Key Responsibilities:

• Audit Customer Interactions: Conduct thorough audits of customer interactions across voice, chat, ticketing, and email channels to assess quality against defined parameters.
• Identify Issues: Analyze audit findings to identify critical errors and patterns that impact customer satisfaction and agent performance.
• Feedback and Coaching: Convert audit findings into structured feedback and coaching sessions for agents to drive measurable improvements in performance.
• End-to-End Quality Cycle Ownership: Manage the entire quality cycle, including auditing, marking errors, delivering feedback, participating in calibration sessions, and identifying training needs.
• Collaboration: Work closely with the Training team to ensure findings lead to actionable improvements on the floor, rather than remaining as static reports.
• Quality Reporting: Prepare and publish quality reports that provide insights into performance trends and areas for development.

Qualifications :

• Experience: Minimum 2 to 3 years as a Quality Analyst in a customer service environment.
• Channel Experience: Hands-on experience auditing interactions across at least one of the following: voice, chat, or ticketing. Exposure to multiple channels is preferred.
• Language Proficiency: Proficient in English and Hindi. Working knowledge of an additional Indian language is an added advantage.
• Analytical Skills: Strong analytical and problem-solving skills with a keen eye for detail.
• Communication Skills: Excellent verbal and written communication skills, capable of delivering constructive feedback effectively.

Benefits :

• Competitive salary package.
• Opportunity to work in a dynamic and collaborative environment.
• Professional development and training opportunities.