Senior Quality Analyst

eClerx; Chandigarh; On-site; INR 420,000 - 640,000; Full time

Job summary

eClerx is seeking Quality Analyst professionals with 2 years of experience to audit calls and chats, and to share feedback for process improvement. You will analyze customer accounts, monitor interactions, and act as a subject matter expert on client rules and tools. English fluency and adaptability to shifts are required.

Joining eClerx offers the chance to support Fortune 500 clients across multiple domains, with opportunities to grow in a data-driven operations environment.

Qualifications

• 2 years of experience as a Quality Analyst focusing on auditing calls/CHATs and providing feedback.
• Excellent communication and interpersonal skills in English, both written and spoken.
• Familiarity with RCA (Root Cause Analysis) and identifying trends to drive improvements.
• Able to adapt to frequent business changes and rotate through US shifts as needed.

Responsibilities

• Analyze and verify customer accounts using available data.
• Monitor calls and chats according to client guidelines.
• Provide feedback to front line agents to prevent recurring errors.
• Troubleshoot technical issues related to customer services.
• Serve as SME on client business rules and support tools.

Skills

Quality Analysis

Auditing

Feedback

Communication

Excel

Education

Any Graduate

Tools

Excel

Job description

Job Description:

We are looking for Quality Analyst professionals with 2 year of experience specializing in auditing calls/ CHATs and sharing feedback.

Job Description:

• Analyze and verify customer accounts as per available data
• Monitor calls on client provided guidelines
• Provide feedback to front line agents to prevent errors from occurring in the future
• Technical troubleshoot knowledge related to customers services issue
• Serve as a subject matter expert on clients business rules, customer interaction policies and support tools

Basic Requirements:

• Good communication and interpersonal skills verbal and written (fluency in English and comprehension ability)
• Strong team player who exhibits patience as well as the ability to help team members
• Must be reliable in terms of attendance
• Professional behavior, appearance, and communication skills
• Basic knowledge of Excel and computer applications
• Good at preparing RCA (Root Cause Analysis) and identify trends to provide feedback
• Ability to adapt to frequent changes as per business requirement
• Flexible outlook to adjust to 24x7 shifts ability to work in teams and in rotational US
  shifts
• Ability of analyze information, evaluate results, and choose the best solutions to resolve
  problems
• Ability to quickly and efficiently assimilate process knowledge
• Detail- and result-oriented, self-motivated with good analytical skills and ability to handle pressure
• Should not have any prior / ancillary commitments part-time courses, tuitions, etc.

Minimum Qualifications:

• Any Graduate

Who we are:

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 13,000-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.