About the Team: The internal Quality Control (QC) team for customer service is dedicated to ensuring that service interactions meet high standards of accuracy, efficiency, and customer satisfaction. Their focus is on monitoring, evaluating, and providing feedback on service quality to improve customer experience and support continuous improvement initiatives.
About the Role:
A Quality Analyst (QA) in the customer service sector plays a vital role in maintaining and enhancing the quality of customer interactions and support processes.
Responsibilities:
Monitoring & Evaluation - Conduct regular audits of customer interactions, including phone calls, emails, live chats, and other communication channels.
- Assess the quality of service provided by customer service representatives against established benchmarks and criteria.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Feedback & Coaching - Provide detailed and constructive feedback to customer service representatives based on audit findings.
- Collaborate with team leaders and supervisors to develop personalized coaching plans aimed at improving agent performance.
- Facilitate training sessions or workshops as needed to address common areas of improvement.
Reporting & Documentation - Document audit results and maintainaccurate records of evaluations, including scores, feedback, and action plans.
- Generate regular reports on audit findings, trends, and overall service quality for management review.
- Identify patterns and recurring issues, and recommend changes to policies or procedures where necessary.
Process Improvement & Initiatives - Participate in the continuous improvement of quality assurance processes and standards.
- Provide insights and recommendations for enhancing customer service practices based on audit results.
- Work with management to develop and implement quality assurance programs and metrics.
Compliance & Standards - Ensure that all customer interactions meet the required quality standards and comply with relevant legal and regulatory requirements.
- Stay updated on industry best practices and incorporate them into the quality audit process.
Collaboration & Communication - Collaborate with other departments, such as training, operations, and HR, to ensure a cohesive approach to service quality.
- Serve as a point of contact for quality-related inquiries and issues. - Communicate audit results and action plans effectively across the organization.
Job role deliverables include:
-Multiple process review and gap identification
-Corrective action and process improvement
-Automation/ simplification of process steps to reduce manual intervention and improve turn-around time
-Reports automation
-Monitor & evaluate agents based on policy / process notes
-NPS / MSAT – Closing loop on customer’s feedback
-RCAs of complaints
-Drive projects with product team
Requirements:
-Strong working knowledge of Excel
-Familiarity with Pareto analysis and other QC tools
-Experience in QC customer service / Process improvement / reporting
