Quality Analyst AE new
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Key skills for this role
Role Overview
Quality Analyst role based in Koramangala, Bangalore.
The role supports quality monitoring, audits, agent feedback, and customer service performance improvement across CRE, in-house, and contact centre teams.
Key Skills for This Role
Full Job Posting
Role Overview
Quality Analyst role based in Koramangala, Bangalore.
The role supports quality monitoring, audits, agent feedback, and customer service performance improvement across CRE, in-house, and contact centre teams.
Compensation
- The description lists compensation of ₹3,89,000 to ₹4,50,000 per annum.
- A separate pay statement lists ₹3,50,000 to ₹4,50,000 per year.
Languages and Technical Skills
- English communication is mandatory.
- Hindi and South Indian regional language capability are referenced, with fluency in Hindi and two additional regional languages listed as preferred.
- Basic working knowledge of Excel is required.
- The role requires understanding of ACPT analysis and DSAT/CSAT trends.
Key Responsibilities
- Complete quality monitoring evaluations and audit assessments against defined targets.
- Deliver feedback to agents to improve performance.
- Drive service quality standards and act as the subject matter expert on quality control best practices.
- Analyze DSAT/CSAT trends and provide recommendations for improvement.
- Identify continual improvement opportunities and implement corrective and preventive actions.
- Attend calibration sessions regularly.
Candidate Requirements
- Bachelor’s degree in any discipline or an equivalent qualification.
- At least 12 months of experience as a Quality Analyst.
- Ability to identify training needs and improve customer service team performance.
- Strong presence of mind and ability to convert audits into actionable insights.
- Good interpersonal and constructive feedback skills.
- Strong attention to detail, probing, and problem-solving skills.
- Ability to multitask effectively and handle customer interactions.
- Ability to communicate customer experience insights effectively.
Workplace
- Work location is in person.
Benefits
- Provident Fund is listed as a benefit.
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