Job Title: Quality Analyst
Company: Novel Office
Location: Bangalore/ Bengaluru, Karnataka
Job Type: Full-time, Permanent
Experience: 0-1 years (freshers are eligible)
Salary: INR 2.5-4 lakhs per annum
The Quality Analyst is responsible for ensuring the delivery of exceptional customer service experiences during phone interactions. They will assess the quality and adherence to established standards for customer support calls, and identify trends, patterns, and areas for improvement based on data analysis. They will also ensure that customer support agents adhere to company policies, procedures, and regulatory requirements during phone interactions.
* Analyze the key performance indicators and quality metrics related to customer calls.
* Assess various aspects of the calls to ensure and evaluate the quality of interactions.
* Identify trends, patterns, and areas for improvement based on data analysis.
* Ensure that customer support agents adhere to company policies, procedures, and regulatory requirements during phone interactions.
* Maintain accurate records of call evaluations, performance metrics, and feedback provided.
* Continuously identify opportunities to enhance call processes, workflows, and tools to optimize efficiency and customer satisfaction.
* Provide data inputs to internal stakeholders.
* Collaborate with internal teams to identify gaps and areas for improvement opportunities.
* Excellent communication skills, both written and verbal, to deliver feedback effectively.
* Strong knowledge of customer service principles and practices.
* Ability to interpret data and generate meaningful insights for performance improvement.
* Flexibility to adapt to changing priorities and work in a fast-paced environment.
* Competitive salary and benefits package.
* Opportunity to work with a team of talented and dedicated professionals.
* Chance to make a real impact on the customer experience.
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