Job Description:

Our esteemed client is looking for Quality Analyst for the Mumbai location.

The Role: 

The Quality Analyst will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and compliance. Conduct audits on calls, chat, or email interactions, providing constructive feedback for performance improvement. Collaborate with training teams, identify skill gaps, and implement coaching programs. 

Key Responsibilities will include:

• Monitor and evaluate customer interactions to ensure adherence to quality standards and compliance.
• Conduct audits on calls, chat, or email interactions to assess performance against defined metrics.
• Provide constructive feedback to agents and teams to improve performance and enhance customer satisfaction.
• Collaborate with training teams to identify and address skill gaps through targeted coaching and training programs.
• Identify areas for process improvement and work with teams to implement enhancements for efficiency and effectiveness.
• Ensure that agents comply with industry regulations, company policies, and standards during customer interactions.
• Investigate and analyse the root causes of quality issues, providing insights for corrective actions.
• Analyse customer feedback and surveys to identify areas for improvement in service delivery.
• Handle and escalate issues related to quality or compliance that require immediate attention.
• Ensure that service level agreements (SLAs) are met, maintaining high-quality service delivery.
• Advocate for the customer by ensuring that quality standards align with customer expectations.