Quality Analyst - BPO

Redion; Mumbai; Hybrid; INR 300,000 - 600,000; Full time

Job summary

Redion is seeking candidates in Mumbai, India, for a role focused on monitoring customer complaints and ensuring quality. The ideal candidate should possess strong communication skills and be willing to work rotational shifts. Responsibilities include analyzing complaints, preparing reports, and ensuring customer satisfaction.

Additional duties involve conducting training sessions and collaborating with internal teams to improve processes. Key skills required include adaptability and pressure management.

Qualifications

• Must be willing to work a 9-hour rotational shift anytime between 7:00 a.m. to 10:00 p.m.
• The candidate should be available to work from office.

Responsibilities

• Monitor calls and provide feedback.
• Prepare reports on quality and variance.
• Conduct sessions for standardization.
• Receive and document customer complaints.
• Analyze complaint data for trends.
• Maintain records of customer complaints.
• Communicate with customers on complaints.
• Identify opportunities for process improvement.
• Monitor customer satisfaction levels.
• Provide training on complaint resolution.

Skills

Good communication skills (verbal and written)

Ability to handle pressure

Adaptability

Job description

Requirements & Eligibility

• Good communication skills (verbal and written).
• Must be willing to work a 9-hour rotational shift anytime between 7:00 a.m. to 10:00 p.m. (Sunday working required).
• Ability to handle pressure and adapt to work requirements.
• The candidate should be available to work from office.

Key Responsibility Areas

• Call Monitoring
• Providing feedback for monitored calls.
• Preparing reports on quality and variance in calibrations
• Performing activities such as live audits, side-by-side barging, and floor walks to monitor the process and identify areas for improvement.
• Conducting sessions such as tape reviews, briefings, and calibrations for standardization.
• Initiating process improvement initiatives.
• Completing assignments given by the team.
• Receive and document customer complaints through various channels (phone, email, online platforms). Investigate the nature of each complaint to understand the issues raised.
• Analyze complaint data to identify trends, patterns, and root causes. Collaborate with relevant departments to gather information and insights.
• Maintain detailed records of customer complaints, investigations, and resolutions. Prepare and submit reports to management highlighting key findings and recommendations.
• Communicate with customers to acknowledge their complaints and provide updates on the investigation and resolution process. Collaborate with internal teams to facilitate effective communication and resolution.
• Work with relevant departments to develop and implement solutions to address identified issues. Ensure timely resolution of complaints while adhering to organizational policies and procedures.
• Identify opportunities for process improvement based on recurring complaints. Collaborate with teams to implement changes that prevent future complaints.
• Ensure compliance with industry regulations and standards in handling and resolving customer complaints.
• Monitor and evaluate customer satisfaction levels through feedback and follow-up surveys. Implement measures to enhance overall customer satisfaction and loyalty.
• Prepare regular reports for management summarizing complaint data, trends, and resolutions.
• Provide training to staff on effective complaint resolution techniques. Promote a customer-focused culture within the organization.

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