Quality Analyst (Chat Process)

Role & responsibilities

• Monitor and evaluate calls for quality, compliance, and customer experience.
• Conduct call analysis and provide constructive feedback to improve agent performance.
• Identify areas of improvement and recommend process enhancements.
• Maintain quality audit reports and documentation.
• Collaborate with team leaders and trainers to ensure continuous improvement.
• 0-3year of experience in call monitoring, call auditing, or call analysis OR freshers with good communication skills.
• Strong listening and analytical skills.
• Attention to detail and ability to identify patterns in customer interactions.
• Excellent communication and feedback-giving skills.
• Proficiency in MS Office tools (Excel, Word, PowerPoint).

Preferred candidate profile

• Must have good communication skills
• Must have proficiency in MS Office tools

Job Type: Full-time

Pay: ₹300,000.00 - ₹350,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Work Location: In person