oracle
Analyst
eClerx
Mohali, IND
Full-time
Entry
Onsite
Discovered 2 weeks ago
Free
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We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process . The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service . The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency.
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Job Summary
We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process . The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service . The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency.
Key Responsibilities
- ✅ Quality Audits & Compliance:
- Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
- Identify service gaps, communication errors, and training needs to improve overall customer experience.
- Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
- ✅ Performance Evaluation:
- Provide constructive feedback to agents and team leads to enhance service quality.
- Identify trends and recurring issues in customer interactions and recommend improvement strategies.
- ✅ Process Optimization & Training Support:
- Collaborate with team lead to suggest quality and coaching materials.
- Develop and implement best practices for handling customer interactions across voice, chat, and email.
- Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.
Required Skills & Qualifications
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