Quality Analyst for Customer Service

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

• 3–7 yrs of experience
• Customer service
• Stakeholder management
• Excel
• Communication
• SOP writing
• Any graduate

What you get

• ₹3.5 L–₹5.3 L a year