Senior Customer Operations Quality Analyst

Senior Analyst

Description

Customer Operations - Senior Analyst
India- Chandigarh/Mohali | Full-time (FT) | Customer Operations

Shift Timings – Flexible 24x7 

Specialisation – International BPO, Voice Process

 We are seeking a skilled and detail-oriented BPO Quality Analyst for our Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Analyst, you will be responsible for monitoring and assessing the quality of voice interactions between our customer service representatives and customers. Your primary focus will be to analyze voice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.

Customer Operations Quality Analyst – Responsibilities

• Call Monitoring: Assist in evaluating customer’s (phone and chat) interactions to ensure quality standards are met
• Feedback and Reporting: Help compile feedback on agent performance and prepare reports highlighting key findings
• Support Improvement Initiatives: Participate in quality improvement projects by gathering data and identifying trends
• Documentation: Maintain records of evaluations and feedback sessions to track progress and improvements
• Team Collaboration: Work closely with team members and supervisors to foster a culture of continuous improvement

Minimum Qualifications

• Education: Candidate must be a graduate
• Skills: Strong analytical skills, attention to detail, and excellent verbal and written communication abilities
• Adaptability: Willingness to learn and adapt to a fast-paced work environment
• Basic knowledge of customer service principles is a plus
• Familiarity with call center operations and telecommunications is advantageous