Quality Analyst
- Nonagon Executive
- 1 to 2 Yrs
- Mumbai
- 4 years ago
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Job Description
Dear Candidate,
We're Opening for Quality Analyst
Roles & Responsibilities :-
Monitoring calls: The improvement of call, chats, and email quality made by the agents. Ensure that the call centre agents are interacting with customers in accordance with our companys set guidelines and are serving our business best interest, quality analysts will monitor calls to measure performance and facilitate your business strategic objectives and requirements
Assess agent performance: Your call agents are at the front line of your business in terms of effectively representing your products, resolving issues, and answering customers questions. But do they show enthusiasm when talking to your customers Are they friendly and knowledgeable Most importantly, can they effectively close a sale The above-mentioned factors make a huge difference when it comes to customer interactions. Therefore, to facilitate high-level customer service, a quality analyst will assess agent behaviour, counsel, and coach them to reduce negative customer experience, wastage of time and resources. A quality analyst will also assess your agents interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy. Perhaps one of the most challenging tasks, however, is identifying historical trends through data analysis, which can help you determine which agents require more attention and those that require less.
Monitoring trends: Will study what other firms within the call center industry are practicing to improve customer relations. The analyst can then take the acquired information and incorporate it into a customized solution for your business
Technological responsibilities: QA analysts will also use statistical methods to take proper samples of calls received by your agents and then create a report from the study results.
Design evaluation programs: a Quality analysts main roles are to evaluate and score agent to customer interactions to identify key behaviors that drive sales and improve customer experience.
Requirements:
- Min one year experience in the same role (voice, chat and email process)
- Good command over English. (Grammar test mandatory)
- Bachelors degree
- Ecommerce experience preferred but not mandatory.
- Strong verbal and oral communication skills
- Must be self-motivator and self-starter
- Exceptional listening and analytical skills
- Strong research and reporting skills
Location - Malad, Mumbai
Regards,
Team HR
Employement Category:
Employement Type: Full timeIndustry: Internet / E-CommerceRole Category: Quality (QA-QC)Functional Area: Not ApplicableRole/Responsibilies: Quality AnalystContact Details:
Company: Nonagon ExecutiveLocation(s): Mumbai
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