Assistant Quality Analyst

Digitide; Surat; Sur place; INR 450 000 - 600 000; Plein temps

Résumé du poste

Digitide seeks an Assistant Quality Analyst to monitor Customer Care Executives (CCEs) performance and drive continuous improvement in customer experiences. You will analyze recordings, emails, and chats, provide constructive feedback, and help implement training and process improvements.

The role focuses on quality assurance, customer satisfaction, and regulatory compliance within a dynamic support environment.

Qualifications

• Bachelor's degree in a relevant field such as business, communications, or customer service management.
• Minimum 2 years of experience in a quality assurance or customer service role, preferably in a call center environment.

Responsabilités

• Monitor and assess the performance of CCEs through call recordings, emails, and chat transcripts.
• Identify areas for improvement and provide constructive feedback to CCEs to enhance their skills and customer interaction.
• Analyze customer feedback and satisfaction surveys to identify trends and areas of concern.
• Develop and implement strategies to improve customer service quality, including training programs and process optimizations.
• Collaborate with the CCE team to address customer complaints and ensure timely and effective resolutions.
• Maintain accurate records of quality assessments and generate reports for management.
• Stay updated with industry best practices and emerging trends in customer care quality assurance.
• Conduct regular audits and mystery shopping exercises to evaluate the overall customer experience.
• Provide recommendations to the management team on process improvements and customer care policies.
• Ensure compliance with company standards and regulatory requirements in customer interactions.

Connaissances

Quality assurance

Call center experience

Communication

Analytical skills

Problem-solving

Time management

Organizational skills

Customer-centric

Formation

Bachelor's degree

Description du poste

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As an Assistant Quality Analyst, you will play a vital role in monitoring and evaluating the performance of our Customer Care Executives (CCEs). Your insights will drive continuous improvement and ensure we deliver exceptional customer experiences. This role offers an opportunity to contribute to our company's success and shape the future of our customer care operations.

Responsibilities

• Monitor and assess the performance of CCEs through call recordings, emails, and chat transcripts.
• Identify areas for improvement and provide constructive feedback to CCEs to enhance their skills and customer interaction.
• Analyze customer feedback and satisfaction surveys to identify trends and areas of concern.
• Develop and implement strategies to improve customer service quality, including training programs and process optimizations.
• Collaborate with the CCE team to address customer complaints and ensure timely and effective resolutions.
• Maintain accurate records of quality assessments and generate reports for management.
• Stay updated with industry best practices and emerging trends in customer care quality assurance.
• Conduct regular audits and mystery shopping exercises to evaluate the overall customer experience.
• Provide recommendations to the management team on process improvements and customer care policies.
• Ensure compliance with company standards and regulatory requirements in customer interactions.

Qualifications

• A bachelor's degree in a relevant field, such as business, communications, or customer service management.
• Minimum 2 years of experience in a quality assurance or customer service role, preferably in a call center environment.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement.
• Proficiency in using quality assurance tools and software for call recording, transcription, and analysis.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent time management and organizational skills.
• A customer-centric approach and a passion for delivering exceptional customer experiences.
• Familiarity with industry-specific regulations and compliance standards is an asset.
• Willingness to learn and adapt to new technologies and processes.

Job Info

• Job Identification 253322
• Job Category Customer Support/Operations | BPM