Customer Operations Quality Analyst

Role & responsibilities

• Call Monitoring: Assist in evaluating customers (phone and chat) interactions to ensure quality standards are met
• Feedback and Reporting: Help compile feedback on agent performance and prepare reports highlighting key findings
• Support Improvement Initiatives: Participate in quality improvement projects by gathering data and identifying trends
• Documentation: Maintain records of evaluations and feedback sessions to track progress and improvements
• Team Collaboration: Work closely with team members and supervisors to foster a culture of continuous improvement

Preferred candidate profile

• Education: Candidate must be a graduate
• Skills: Strong analytical skills, attention to detail, and excellent verbal and written communication abilities
• Adaptability: Willingness to learn and adapt to a fast-paced work environment
• Basic knowledge of customer service principles is a plus
• Familiarity with call center operations and telecommunications is advantage.

Interested candidates can drop your resume:-

rupali.devlekar.C@eclerx.com

M-7678009271