Quality Analyst - Customer Support

JobItUs; Dadri; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Performance Incentive

Cab facility (Both side Cabs)

Job summary

JobItUs is seeking a Quality Analyst to monitor and evaluate customer interactions, ensuring service quality and customer satisfaction. The role involves providing actionable feedback, coaching and identifying improvement areas for Customer Support Executives across US/UK shifts.

The ideal candidate will audit calls, chats and emails, analyze quality trends, and prepare comprehensive reports while ensuring compliance with SOPs and company policies.

Qualifications

• Bachelor's degree in any discipline.
• 2-5 years of QA or customer support experience.
• Strong communication and analytical skills.
• Proficiency in MS Excel and quality monitoring tools is preferred.

Responsibilities

• Audit customer calls, chats, and emails.
• Evaluate interactions using quality standards.
• Provide feedback and coaching to Customer Support Executives.
• Identify quality trends and recommend process improvements.
• Prepare quality reports and maintain audit records.
• Ensure compliance with company policies and SOPs.

Skills

Communication

Analytical skills

MS Excel

Quality monitoring tools

Education

Bachelor's degree

Tools

Quality monitoring tools

Job description

Quality Analyst - Customer Support

Role Summary: The Quality Analyst monitors and evaluates customer interactions to ensure service quality, compliance, and customer satisfaction. The role involves providing feedback, identifying improvement areas, and supporting the overall performance of Customer Support Executives.

Key Responsibilities:

• Audit customer calls, chats, and emails.
• Evaluate interactions using quality standards.
• Provide feedback and coaching to Customer Support Executives.
• Identify quality trends and recommend process improvements.
• Prepare quality reports and maintain audit records.
• Ensure compliance with company policies and SOPs.

Requirements:

• Bachelor's degree in any discipline.
• 2-5 years of QA or customer support experience.
• Strong communication and analytical skills.
• Proficiency in MS Excel and quality monitoring tools is preferred.

Working Environment:

• US/UK shift
• Both side Cabs
• Performance Incentive