Location: Pune, Maharashtra, India
Category: Quality Assurance
Salary: 500,000 - 800,000 INR / yearly
Full-time
Seeking a skilled and detail-oriented Quality Analyst for our Voice Process to ensure the highest standards of customer service and operational excellence.
Monitor and evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
Analyze voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards.
Provide constructive and timely feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement.
Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
Proven experience as a Quality Analyst in a BPO setting, preferably with experience in voice process evaluation.
Excellent verbal and written communication skills with a keen eye for detail.
Strong analytical and problem-solving abilities to assess voice interactions and identify areas for improvement.
Proficiency in Microsoft Office Suite and experience generating reports.
Opportunity to work with Fortune 500 clients.
Challenging and rewarding work environment.
Continuous learning and development opportunities.
The Quality Analyst plays a crucial role in maintaining the highest standards of customer service and ensuring operational excellence in the voice process.
If you have a passion for quality, excellent analytical skills, and a desire to drive continuous improvement, we encourage you to apply for this position.