Analyst
Eclerx Services
Work from Office
Full Time
Min. 2 yearsJob Description
Analyst
Description
Job Title: BPO Analyst – Call/Chat/Email Audit Process
Job Summary:
We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency.
Key Responsibilities:
✅ Quality Audits & Compliance:
- Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
- Identify service gaps, communication errors, and training needs to improve overall customer experience.
- Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
✅ Performance Evaluation:
- Provide constructive feedback to agents and team leads to enhance service quality.
- Identify trends and recurring issues in customer interactions and recommend improvement strategies.
✅ Process Optimization & Training Support:
- Collaborate with team lead to suggest quality and coaching materials.
- Develop and implement best practices for handling customer interactions across voice, chat, and email.
- Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.
Required Skills & Qualifications:
🎯 Education & Experience:
- Bachelor's degree in any field.
- 🎯 Communication & Attention to Detail:
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical thinking abilities.
- Ability to multitask, work in fast-paced environments, and adapt to evolving business needs.
Responsibilities
Key Responsibilities:
✅ Quality Audits & Compliance:
- Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
- Identify service gaps, communication errors, and training needs to improve overall customer experience.
- Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
Job role
Job requirements
About company
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The candidate should have completed the required education and people who have 2 to 31 years are eligible to apply for this job. You can apply for more jobs in Mohali to get hired quickly.
The candidate should have sound communication skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
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