Quality Analyst-BPO

eClerx; Mohali; On-site; INR 300,000 - 420,000; Full time

Job summary

eClerx is hiring a Quality Analyst for its Chat/Voice process in a BPO environment. You will monitor and evaluate customer interactions, analyze transcripts, and provide feedback to agents to improve quality and customer satisfaction.

The role requires a Bachelor's degree or equivalent experience, strong communication and analytical skills, and the ability to collaborate with training and operations to meet performance targets. Flexibility to work in shifts may be required.

Qualifications

• Bachelor's degree or equivalent work experience in a customer service or BPO.
• Experience as a Quality Analyst in a BPO, preferably with Chat/Voice.
• Excellent verbal and written communication with keen eye for detail.
• Proficiency in MS Office and reporting tools.

Responsibilities

• Monitor and evaluate Chat/Voice interactions to ensure quality standards.
• Analyze transcripts for accuracy and compliance with protocols.
• Identify performance gaps based on quality metrics.
• Provide constructive feedback to agents on interactions.
• Collaborate with training to address knowledge gaps.
• Maintain records of quality evaluations and feedback.
• Generate reports on quality performance and trends.
• Participate in calibration sessions for consistent scoring.
• Stay updated with best practices in customer service quality.
• Work with team leads to implement quality improvement initiatives.

Skills

Verbal communication

Written communication

Analytical thinking

Problem solving

Coaching skills

Teamwork

Time management

Education

Bachelor's degree

Tools

Microsoft Office Suite

Quality monitoring tools

Job description

Job Title: Quality Analyst - Chat/Voice Process

Job Summary: We are seeking a skilled and detail-oriented BPO Quality Analyst for our Chat/Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Analyst, you will be responsible for monitoring and assessing the quality of Chat/Voice interactions between our customer service representatives and customers. Your primary focus will be to analyze Chat/Voice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.

Responsibilities:

1. Monitor and evaluate Chat/Voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
2. Analyze Chat/Voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
3. Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards.
4. Provide constructive and timely feedback to customer service representatives on their Chat/Voice interactions, highlighting areas of strength and areas needing improvement.
5. Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
6. Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
7. Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
8. Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of Chat/Voice interactions.
9. Stay updated with industry best practices and trends in customer service and Chat/Voice processes to continuously improve the quality evaluation process.
10. Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.

Requirements:

1. Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
2. Proven experience as a Quality Analyst in a BPO setting, preferably with experience in Chat/Voice process evaluation.
3. Excellent verbal and written communication skills with a keen eye for detail.
4. Strong analytical and problem-solving abilities to assess Chat/Voice interactions and identify areas for improvement.
5. Familiarity with quality monitoring tools and Chat/Voice platforms.
6. Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
7. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
8. Knowledge of customer service principles and practices.
9. Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
10. Flexibility to adapt to changing business needs and work in shifts, if required.

The Quality Analyst plays a crucial role in maintaining the highest standards of customer service and ensuring operational excellence in the Chat/Voice process.

Note- 6 months experience in any field is must for this profile.