Quality Analyst

About the role

As a Quality Analyst, you will play a crucial role in maintaining and enhancing our customer care standards. You will work closely with our Customer Care Executives (CCEs) to evaluate and optimize their performance, ensuring a seamless and satisfying customer experience. Your expertise will be instrumental in identifying areas for improvement and implementing strategies to enhance our overall customer service quality.

What you'll do

• Play a crucial role in maintaining and enhancing our customer care standards
• Work closely with our Customer Care Executives (CCEs) to evaluate and optimize their performance, ensuring a seamless and satisfying customer experience
• Conduct thorough evaluations of CCE performance, including call monitoring, email reviews, and chat assessments
• Analyze customer feedback and identify trends to improve customer satisfaction
• Develop and implement quality assurance processes and standards for the department

What you need

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