Work from Office
Full Time
Job Description:
The Quality Analyst will be responsible for monitoring, evaluating, and analyzing customer interactions across various channels (e.g., calls, emails, chat) to ensure adherence to company policies, service standards, and regulatory guidelines. You will provide constructive feedback to customer service representatives, identify areas for improvement, and contribute to the development of training materials and quality assurance processes. This role requires a strong understanding of customer service best practices, excellent analytical skills, and a commitment to continuous improvement.
We are looking for a highly motivated and detail-oriented Quality Analyst to join our Customer Service team. In this role, you will be instrumental in ensuring the highest standards of quality in all customer interactions, contributing directly to our customer satisfaction and operational excellence.
Responsibilities:
Conduct regular monitoring and evaluation of customer service interactions (calls, emails, chats) against predefined quality guidelines and KPIs.
Identify trends, common errors, and areas of improvement in customer service delivery and representative performance.
Provide actionable and constructive feedback to customer service representatives through one-on-one coaching sessions and performance reviews.
Collaborate with team leaders and trainers to develop and deliver targeted training programs based on quality insights and identified gaps.
Participate in calibration sessions to ensure consistency in quality scoring and feedback across the team.
Maintain accurate and detailed records of quality evaluations and representative performance data.
Generate regular reports on quality metrics, performance trends, and areas requiring attention for management review.
Contribute to the continuous improvement of quality assurance processes, evaluation forms, and service standards.
Stay updated on product/service knowledge, company policies, and industry best practices in customer service.
Escalate critical quality issues or deviations from compliance standards as necessary.
Qualifications:
Minimum of 2 years of proven experience as a Quality Analyst in a customer service or contact center environment.
Any Bachelor's degree
Demonstrated understanding of customer service principles, best practices, and performance metrics.
Excellent listening, analytical, and problem-solving skills with a strong attention to detail.
Exceptional verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback
Proficiency in using quality monitoring tools, CRM systems, and Microsoft Office Suite (especially Excel for data analysis).
Ability to work independently and collaboratively within a fast-paced, team-oriented environment.
Strong interpersonal skills and the ability to build rapport with team members.
Proactive and self-motivated with a strong commitment to quality and customer satisfaction.
Cognizant
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