Senior Quality Analyst - Chat and Voice Process

Eclerx Services; Chandigarh; On-site; INR 600,000 - 800,000; Full time

Job summary

Eclerx Services is seeking a Quality Senior Analyst for the Chat/Voice Process to uphold customer service quality and drive operational excellence. The role focuses on monitoring interactions, analyzing transcripts, delivering feedback, and collaborating with training to close gaps.

Ideal candidates have QA experience in BPO environments, strong communication and analytical skills, and the ability to work in shifts.

Qualifications

• Bachelor's degree or equivalent in any discipline or related experience.
• Proven QA analyst experience in BPO, preferably chat/voice.
• Excellent spoken and written communication skills with attention to detail.
• Strong analytical and problem-solving abilities for quality evaluation.
• Familiarity with QA tools and chat/voice platforms.
• Ability to coach and mentor agents and work in shifts if needed.

Responsibilities

• Monitor and evaluate Chat/Voice interactions to ensure quality standards.
• Analyze transcripts for accuracy and compliance with procedures.
• Identify performance gaps and suggest improvements based on metrics.
• Provide timely feedback to agents on interactions and coaching needs.
• Collaborate with training to develop QA programs addressing gaps.
• Maintain records of evaluations, metrics, and feedback.
• Generate reports on quality trends for management review.
• Participate in calibration sessions to ensure consistency in scoring.
• Stay updated on industry QA best practices and trends.
• Work with team leads to drive quality improvement initiatives.

Skills

Verbal communication

Written communication

Analytical thinking

Reporting

Coaching skills

Multitasking

Quality monitoring

Education

Bachelor's degree or equivalent

Tools

Quality monitoring tools

Chat/Voice platforms

Microsoft Office

Job description

Senior Analyst Description Job Title: 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:

• Monitor and evaluate Chat/Voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
• Analyze Chat/Voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
• Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards.
• Provide constructive and timely feedback to customer service representatives on their Chat/Voice interactions, highlighting areas of strength and areas needing improvement.
• Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
• Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
• Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
• Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of Chat/Voice interactions.
• Stay updated with industry best practices and trends in customer service and Chat/Voice processes to continuously improve the quality evaluation process.
• Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.

Requirements:

• Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
• Proven experience as a Quality Analyst in a BPO setting, preferably with experience in Chat/Voice process evaluation.
• Excellent verbal and written communication skills with a keen eye for detail.
• Strong analytical and problem‑solving abilities to assess Chat/Voice interactions and identify areas for improvement.
• Familiarity with quality monitoring tools and Chat/Voice platforms.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
• Knowledge of customer service principles and practices.
• Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
• 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,