Assistant Quality Analyst

About the role

As an Assistant Quality Analyst, you will play a vital role in monitoring and evaluating the performance of our Customer Care Executives (CCEs). Your insights will drive continuous improvement and ensure we deliver exceptional customer experiences. This role offers an opportunity to contribute to our company's success and shape the future of our customer care operations.

What you'll do

• Play a vital role in monitoring and evaluating the performance of our Customer Care Executives (CCEs)
• Monitor and assess the performance of CCEs through call recordings, emails, and chat transcripts
• Analyze customer feedback and satisfaction surveys to identify trends and areas of concern
• Develop and implement strategies to improve customer service quality, including training programs and process optimizations
• Collaborate with the CCE team to address customer complaints and ensure timely and effective resolutions

What you need

• 2–5 yrs of experience
• Customer service
• Customer handling
• Transcription
• Problem solving
• BBA