Quality Analyst _ Customer Service _ Inbound

Hexaware Technologies; Navi Mumbai; Presencial; INR 420.000 - 540.000; Jornada completa

Descripción de la vacante

Hexaware Technologies in Navi Mumbai invites a Quality Analyst for inbound voice processes. You will monitor calls, emails, and chats to ensure quality standards and deliver structured feedback to agents.

Based in Ghansoli, this role partners with Operations and Training to drive continuous improvement, develop training, and maintain audit records.

Formación

• Graduate (Any stream) required.
• 2+ years in a Call Center QA role preferred.
• Excellent verbal and written communication skills.
• Strong customer service mindset and attention to detail.

Responsabilidades

• Provide active feedback to agents through Call, Email and Chat interactions, ensuring adherence to quality standards and identifying areas for improvement.
• Generate audit trends based on defined criteria or critical needs, without compromising the target of auditing 80% of available time.
• Participate in huddle sessions, sharing insights with team members regarding error trends, process updates, and technical issues to enhance overall performance.
• Collaborate closely with Assistant Managers and SMEs on the process, fostering an environment of excellence and continuous learning.
• Conduct detailed analysis of customer interactions to identify areas for improvement and enhance the overall customer experience.
• Maintain accurate records and documentation of audit findings, trends, and corrective actions taken.
• Stay updated with industry best practices, regulatory guidelines, and process updates to ensure compliance and adherence to quality standards.
• Develop and implement training programs or coaching sessions to upskill agents based on identified skill gaps.
• Collaborate with cross-functional teams to streamline processes and implement process improvements.

Conocimientos

Quality Assurance

Call Center

Audit & Feedback

Process Improvement

Educación

Graduate (Any stream)

Descripción del empleo

We are hiring Quality Analyst for Customer Service - Inbound - Voice process. (Domestic/International process)

Location: Ghansoli, Navi Mumbai

Role Summary

The Quality Analyst is responsible for monitoring calls, emails, and chat interactions to ensure adherence to quality standards. The Quality Analyst provides structured and timely feedback to agents through call and case audits, analyses audit outcome and identifies quality trends. The role includes implementing and maintaining Quality Monitoring Standards, tracking case lifecycle progress and follow-ups, and recommending corrective actions to drive continuous improvement. Additionally, the analyst actively participates in huddle sessions, shares insights on error patterns, process updates, and technical issues, and collaborates closely with Operations and Training team to enhance overall team performance and process effectiveness.

Key Responsibilities

1. 1. Provide active feedback to agents through Call, Email and Chat interactions, ensuring adherence to quality standards and identifying areas for improvement.
2. 2. Generate audit trends based on defined criteria or critical needs, without compromising the target of auditing 80% of available time.
3. 3. Participate in huddle sessions, sharing insights with team members regarding error trends, process updates, and technical issues to enhance overall performance.
4. 4. Collaborate closely with Assistant Managers and Subject Matter Experts (SMEs) on the process, fostering an environment of excellence and continuous learning.
5. 5. Conduct detailed analysis of customer interactions to identify areas for improvement and enhance the overall customer experience.
6. 6. Maintain accurate records and documentation of audit findings, trends, and corrective actions taken.
7. 7. Stay updated with industry best practices, regulatory guidelines, and process updates to ensure compliance and adherence to quality standards.
8. 8. Develop and implement training programs or coaching sessions to upskill agents based on identified skill gaps.
9. 9. Collaborate with cross-functional teams to streamline processes and implement process improvements.

Criteria

1. 1. Graduate (Any stream).
2. 2. Overall 2+ years of Call Center experience as Quality Analyst
3. 3. Excellent verbal, written and interpersonal communication skills.
4. 4. Outstanding customer service skills and dedication to providing exceptional customer care.

Shift: 08:00 AM to 08:00 PM. OR 11:00 AM to 11:00 PM (Any 9 hours shift)

Week Off: Sat - Sun