Quality Analyst - Customer Support

Job description

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Job
Description:

Responsibilities:

• Monitor and evaluate
  customer support calls, emails, and chats for quality assurance.


• Ensure adherence to company
  policies, scripts, and service standards.


• Provide feedback and
  coaching to agents for performance improvement.


• Identify areas for process
  improvement and training needs.


• Prepare quality reports and
  share insights with management.


• Ensure compliance with
  customer service best practices and regulatory guidelines.




Requirements:




• 2-3 years of experience in
  quality assurance for customer support.


• Can audit 150-200 calls per
  day


• Fluency in English &
  Hindi is mandatory.


• Strong analytical,
  listening, and communication skills.


• Familiarity with customer
  service processes and quality metrics.


• Proficiency in MS Excel and
  call monitoring tools.