Quality Analyst - BPO

Requirements & Eligibility:

➢Good communication skills (verbal and written).

➢Must be willing to work a 9-hour rotational shift anytime between 7:00 a.m. to 10:00 p.m. (Sunday working required).

➢Ability to handle pressure and adapt to work requirements.

➢The candidate should be available to work from office.

The Key Responsibility Areas will be:

• Call Monitoring
• Providing feedback for monitored calls.
• Preparing reports on quality and variance in calibrations
• Performing activities such as live audits, side-by-side barging, and floor walks to monitor the process and identify areas for improvement.
• Conducting sessions such as tape reviews, briefings, and calibrations for standardization.
• Initiating process improvement initiatives.
• Completing assignments given by the team.
• Receive and document customer complaints through various channels (phone, email, online platforms). Investigate the nature of each complaint to understand the issues raised.
• Analyze complaint data to identify trends, patterns, and root causes. Collaborate with relevant departments to gather information and insights.
• Maintain detailed records of customer complaints, investigations, and resolutions. Prepare and submit reports to management highlighting key findings and recommendations.
• Communicate with customers to acknowledge their complaints and provide updates on the investigation and resolution process. Collaborate with internal teams to facilitate effective communication and resolution.
• Work with relevant departments to develop and implement solutions to address identified issues. Ensure timely resolution of complaints while adhering to organizational policies and procedures.
• Identify opportunities for process improvement based on recurring complaints. Collaborate with teams to implement changes that prevent future complaints.
• Ensure compliance with industry regulations and standards in handling and resolving customer complaints.
• Monitor and evaluate customer satisfaction levels through feedback and follow-up surveys. Implement measures to enhance overall customer satisfaction and loyalty.
• Prepare regular reports for management summarizing complaint data, trends, and resolutions.
• Provide training to staff on effective complaint resolution techniques. Promote a customer-focused culture within the organization.

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WhatsApp

8779797282

Anjali Maurya

Mail

amaurya1@europ-assistance.in