Job Description

Job Title: Quality Analyst/Quality Manager

Job Location: Bangalore

Department: Customer Support

Job Summary: The Quality Analyst for Customer Support will be responsible for monitoring and evaluating the quality of customer interactions to ensure excellent service standards. This role involves analyzing customer service data, identifying trends, and providing actionable insights to improve customer satisfaction and support processes. The Quality Analyst will work closely with the customer support team to develop and enforce quality standards and training programs.

Key Responsibilities:

Quality Monitoring

• Conduct regular inspections and audits to ensure compliance with quality standards.
• Develop, implement, and maintain quality assurance protocols and procedures.
• Identify areas of improvement in the production process and recommend corrective actions

Data Analysis

• Collect and analyze data from customer interactions to identify patterns and trends.
• Prepare comprehensive reports on quality performance, highlighting key insights and areas for improvement.
• Use data analysis tools to track key performance indicators (KPIs) and customer satisfaction metrics.

Process Improvement

• Identify gaps in customer support processes and recommend solutions to enhance service quality.
• Collaborate with the customer support team to implement process improvements.
• Monitor the effectiveness of implemented changes and make adjustments as necessary.

Documentation

• Maintain accurate records of quality evaluations, feedback sessions, and training activities.
• Ensure all quality-related documentation is up-to-date and easily accessible.
• Develop and maintain standard operating procedures (SOPs) for quality monitoring processes.

Training and Development

• Develop and deliver training programs focused on improving customer service skills and quality standards.
• Conduct regular coaching sessions for support agents to address performance issues and reinforce best practices.
• Stay updated with industry trends and incorporate new techniques into training programs.

Customer Feedback

• Analyze customer feedback and complaints to identify recurring issues and areas for improvement.
• Work with the customer support team to develop action plans for addressing customer concerns.
• Ensure that customer feedback is integrated into the quality assurance process.

Qualifications

• Proven experience as a Quality Analyst or similar role
• Strong knowledge of quality assurance methodologies, tools, and processes
• Proficiency in data analysis & customer service software.
• Excellent attention to detail and problem-solving skills
• Ability to work independently and collaboratively within a team.
• Certification in quality assurance (e.g., Six Sigma) is a plus