Quality Analyst for Customer Service
ChennaiFull-time3–7 yrs3.5 L–₹5.3 L a yearPosted 2 months ago
Mid-level customer support role at TM Inputs and Services in Chennai. Needs 3+ years and a degree. Pays ₹3.5–5.3 LPA.
About the role
Audit, monitor and coach a team of agents to ensure better quality of interactions.2. Handle a team of 50 (voice + non voice) agents from an interaction quality perspective.3. Conduct stratified random audits and attain preset audit counts and quality index.4. Work on reducing top 5 defects through structured audit-based analysis, trainings, refreshers, process knowledge tests and feedbacks.5.
What you'll do
- Audit, monitor and coach a team of agents to ensure better quality of interactions.2
- Handle a team of 50 (voice + non voice) agents from an interaction quality perspective.3
- Conduct stratified random audits and attain preset audit counts and quality index.4
- Work on reducing top 5 defects through structured audit-based analysis, trainings, refreshers, process knowledge tests and feedbacks.5
- Conduct call listening, email reading and calibration sessions to align quality standards.6
What you need
- Customer service
- Stakeholder management
- Excel
- Communication
- SOP writing