Quality Analyst - Inbound Customer Service
Navi Mumbai, Maharashtra, India · Full Time
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- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 小时前
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Any graduate is eligible to apply.
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
The Quality Analyst position at Hexaware Technologies involves overseeing quality for the Travel/Aviation customer service operations based in Navi Mumbai (Ghansoli). This role entails monitoring interactions across calls, emails, and chats to ensure compliance with established quality benchmarks. The Quality Analyst evaluates audit results, identifies recurring quality concerns, and delivers structured and timely feedback to customer service agents to improve their effectiveness and service delivery.
Key Responsibilities
- Monitor and provide active feedback on call, email, and chat interactions to ensure high-quality standards and identify enhancement opportunities.
- Analyze audit results and generate trend reports while ensuring auditing targets of 80% utilization are met.
- Participate in team huddles by sharing insights on error trends, process changes, and technical challenges to bolster performance.
- Collaborate with Assistant Managers and Subject Matter Experts to maintain a culture of excellence and continuous improvement.
- Analyze customer interactions in detail to pinpoint improvement areas and elevate overall customer experience.
- Maintain thorough documentation of audit findings, trends, and corrective measures taken.
- Stay current with industry best practices, compliance requirements, and process updates to ensure quality standards are upheld.
- Design and implement training sessions or coaching programs to address agent skill gaps.
- Work with cross-functional teams to optimize processes and implement enhancements.
Requirements
- Graduate in any discipline.
- Minimum of 2 years experience as a Quality Analyst within a call center environment.
- Strong verbal and written communication skills, coupled with excellent interpersonal abilities.
- Exceptional commitment to delivering outstanding customer service.
Additional Details
- Working hours are fixed from 8:00 AM to 5:00 PM.
- Weekends off on Saturday and Sunday.
- Location: Navi Mumbai, Ghansoli.
Minimum education
Bachelor's Degree