Quality Analyst

Hexaware Technologies Limited; Mumbai; In loco; INR 350.000 - 500.000; Tempo pieno

Descrizione del lavoro

Hexaware Technologies Limited is seeking a Quality Analyst for Customer Support to monitor service quality, conduct audits, provide feedback, and drive process improvements across inbound and outbound customer service operations, ensuring compliance and customer satisfaction in a busy BPO environment.

Based in Ghansoli, Navi Mumbai, the role requires a Graduate with at least two years of QA experience in a customer support setting.

Competenze

• Graduate degree required.
• Minimum 2 years experience as Quality Analyst in a Customer Support environment.
• Experience in a BPO/Call Center or Customer Experience processes preferred.

Mansioni

• Conduct daily call and email audits using client quality parameters and scorecards, providing accurate evaluations and feedback.
• Deliver timely, constructive feedback to CSRs, identifying strengths, improvement areas and development opportunities.
• Monitor process adherence and service standards to ensure quality, compliance and customer understanding.
• Drive continuous improvement by identifying gaps, performing root cause analyses and implementing corrective actions to reduce errors.
• Prepare quality reports and trend analyses, collaborating with Operations and Training teams to enhance productivity and customer satisfaction.

Formazione

Graduate

Descrizione del lavoro

We are hiring Quality Analyst for Customer Support.

Location: Ghansoli, Navi Mumbai

Role Summary: -

Seeking an experienced Quality Analyst to monitor service quality, conduct audits, provide feedback, and drive process improvements across inbound and outbound customer service operations, ensuring compliance, customer satisfaction, and operational excellence.

Key Responsibilities: -

1. Conduct daily call and email audits using client-defined quality parameters and scorecards, providing accurate evaluations and feedback.
2. Deliver timely, constructive feedback to CSRs, identifying strengths, improvement areas, and development opportunities.
3. Monitor process adherence, customer service standards, and communication effectiveness to ensure quality, compliance, and customer understanding.
4. Drive continuous improvement by identifying process gaps, performing RCA, implementing corrective and preventive actions to reduce errors.
5. Prepare quality reports and trend analyses, collaborating with Operations, Training, and Process teams to enhance productivity, quality performance, and customer satisfaction.

Eligibility Criteria: -

• Graduate (mandatory).
• Minimum 2 years of experience as Quality Analyst within a Customer Support / Customer Service environment.
• Prior experience in a BPO, Contact Center, Customer Support, or Customer Experience process is preferred.

Shift: Rotational (Shift window - 09:00 am to 09:00 pm)

Week Off: 1 rotational off