Quality Analyst jobs in Jaipur at Qdegrees

The Quality Analyst will be responsible for end to end process audit by evaluating customer queries and its resolution to identify process gaps.

- The QA is required to analyse reasons for customer calling the call centre and suggest actions to reduce such calls.

- Areas the quality analyst’s study include why the customer called the call centre, call handling by the agent, promptness of revert, product knowledge, as well as whether representatives stick to standard scripts. It is very important to evaluate the entire complaint resolution process.

- They also check to see if a customer is satisfied with the results of the interaction.

- The quality analyst works in a continuous process of evaluating the communications and providing feed-backs to enhance the quality of all communications.

- This activity must lead to improving process efficiency and customer experience.

- The quality analyst needs to identify the gaps through root cause analysis

- Prepare reports and analysis as necessary to determine areas of improvement & opportunity Education / Experience:

- Must be a graduate in any stream. Master’s degree would be an added advantage

- 2 - 3 years of experience in customer service/ BPO / KPO

- Quality certifications like LEAN / Six sigma would be an advantage

- Excellent oral and written communication skills

- Must possess analytical, problem-solving and effective project and time management abilities.

- Strong attention to detail with demonstrated analytical skills

- Advanced knowledge of Microsoft Office Suite, (Access, Excel, Word, PowerPoint) and SQL

- The strong customer service ethic

Empowering businesses through strategy driven consulting to enhance their end customers’ experience is what we look forward to. We work closely with our clients on every single project undertaken, be it customer journey mapping, process consulting, sentiment analysis, quality assurance audits, service excellence, market research, mystery shopping etc. that contribute in creating happy customers. Services offered are enabled with in-house developed solutions to bring in the technology advantage. We have been working with both large and small organizations from diverse industry verticals like automobile, telecom, banking, fashion, retail, consumer electronics, fitness, e-commerce etc., and are continuously expanding.