senior analyst

eClerx LLC; Sahibzada Ajit Singh Nagar; On-site; INR 900,000 - 1,300,000; Full time

Job summary

eClerx LLC in India is seeking a Quality Senior Analyst for the Chat/Voice Process to monitor interactions, assess transcripts, and provide actionable feedback to improve customer service quality.

You will collaborate with training and operations to drive calibration, report on trends, and support performance targets while maintaining accurate records.

Qualifications

• Bachelor's degree or equivalent work experience in a customer service or BPO environment.
• Proven experience as a Quality Senior Analyst in a BPO setting, preferably with Chat/Voice process evaluation.
• Excellent verbal and written communication skills with attention to detail.
• Strong analytical and problem-solving abilities to assess interactions and identify improvements.
• Familiarity with quality monitoring tools and Chat/Voice platforms.
• Ability to work independently and in a team, managing multiple priorities and deadlines.

Responsibilities

• Monitor and evaluate Chat/Voice interactions to ensure adherence to quality standards and guidelines.
• Analyze transcripts for accuracy, completeness, and protocol compliance.
• Identify performance gaps and improvements based on quality metrics.
• Provide constructive feedback to agents on interactions.
• Collaborate with training to develop and deliver programs addressing gaps.
• Maintain records of evaluations, performance metrics, and feedback.
• Generate reports on quality performance and trends for management.
• Participate in calibration sessions to ensure consistent scoring.
• Stay updated with best practices in customer service and QA processes.
• Collaborate with team leads to implement quality improvements.

Skills

Quality monitoring

Chat evaluation

Voice evaluation

Feedback coaching

MS Office

Report generation

Time management

Education

Bachelor's degree

Tools

Quality monitoring tools

Chat/Voice platforms

Job description

Job Description

Quality Senior Analyst - Chat/Voice Process

Job Summary

We are seeking a skilled and detail-oriented BPO Quality Senior Analyst for our Chat/Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Senior 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. Bachelors degree in any discipline or equivalent work experience in a customer service or BPO environment.
2. Proven experience as a Quality senior 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. If you have a passion for quality, excellent analytical skills, and a desire to drive continuous improvement, we encourage you to apply for this position.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, weve partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.