Analyst I

Etech Global Services, LLC; Vadodara; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Transportation allowance

Canteen Subsidy

Night Shift allowance as per process

Schedule Attendance Bonus

Health Insurance

Tuition Reimbursement

Incentive components campaign wise

Work Life Balance Initiatives

Rewards & Recognition

Internal movement through IJP

Job summary

Etech Global Services, LLC is seeking a Quality Analyst to analyze customer interactions across chats, calls, and emails, evaluate agent performance, and drive process improvements. The role emphasizes adherence to policies, customer-centric service, and data-driven coaching.

The ideal candidate will possess strong English communication, analytical skills, and experience in a contact center QA environment, with a focus on confidentiality and detail.

Qualifications

• Graduate or equivalent.
• Proven experience in an Analyst or Quality Assurance role, ideally within a Contact Center environment.
• Effective communication skills are essential for ensuring that quality standards are met and that issues are reported and resolved.
• Verbal and written communication.
• Active listening and empathy in customer-focused interactions.
• Lean and Six Sigma knowledge would be an added advantage.

Responsibilities

• Analyze Transactions - Review and evaluate interactions across multiple communication channels (Chats, Calls, and Emails, etc.)
• Evaluate agent performance against quality standards including tone, accuracy, professionalism, and policy compliance.
• Provide actionable insights and recommendations to leadership for process improvements and training needs.
• Document and report findings related to customer service interactions and recurring issues.
• Keep up to date with regulatory changes or company policies and integrate these into the evaluation process.
• Maintain strong attention to detail and openness to coaching and performance planning.

Skills

English proficiency

Analytical thinking

Customer service

Multitasking

Independent work

Attention to detail

Confidentiality

Education

Graduate or equivalent

High School Diploma/12th or GED

Tools

MS Office (Outlook, Word, Excel, PowerPoint)

Job description

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You'll Be Doing:

• Analyze Transactions - Review and evaluate interactions across multiple communication channels (Chats, Calls, and Emails, etc.)
• Evaluate agent performance against established quality standards, including tone, accuracy, professionalism, and compliance with company policies.
• Identify strengths and areas for improvement. Provide actionable insights, necessary feedback and recommendations to leadership for process improvement, training needs, and operational efficiencies.
• Ensure follow-ups of any kind of compliance errors, auto-failures, and unethical sales with Operations. Document and report findings related to customer service interactions and identify recurring issues.
• Keep up to date with changes to regulations or company policies and integrate these into the evaluation process.
• Strong attention to detail with the ability to assess and analyze information accurately.
• Initiate and own calibrations with Operations, Clients etc.
• Strong knowledge of customer service principles, call center operations, and performance metrics
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Acts as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change. Further, it may shift adjustments depending on Operations and client requirements.

What We Expect You To Have:

• Good oral & written English skills and interpersonal communication skills
• Exceptional analytical skills.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Ability to work independently.
• Excellent attention to detail.
• Ability to exercise strict confidentiality in all matters.

QUALITICATION AND EXPERIENCE:

• Graduate or equivalent.
• Proven experience in an Analyst or Quality Assurance role, ideally within a Contact Center environment is an added benefit.
• Effective communication skills are essential for ensuring that quality standards are met and that issues are reported and resolved in a timely manner.
• Verbal communication
• Written communication
• Active listening
• Empathy and Customer-Focused communication.
• Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
• Computer proficiency in MS Office - Outlook, Word, Excel, and PowerPoint.
• A minimum of a High School Diploma/high school grade 12 education (offshore locations), GED or equivalent is required.