Quality Analyst
Backfill Human Resources · Bengaluru · onsite · Posted 50d ago
About a minute. You'll make an account on the way through.
About this role
Quality Analyst
Team : Customer Delight
Location: Bangalore
CTC Range - Max 5.75 LPA + 10% variable
ABOUT THE ROLE
Quality Analyst and Performance Strategist, acting as the essential bridge between operational data and customer excellence. Your primary mission is to serve as the "Guardian of the Customer Experience" by
meticulously analyzing interactions to drive CSAT (Customer Satisfaction) improvements.
JOB DESCRIPTION
Key Responsibilities:
1. Improve CSAT Score
Work to improve customer satisfaction scores.
Identify reasons for low CSAT through calls, tickets reviews.
Suggest corrective actions and track improvements.
Work with Team Leads and Champs to improve service quality.
2. Perform Call Audits & Share Feedback
Audit calls as per Call quality guidelines.
Check compliance, communication, and customer handling.
Provide clear and timely feedback to Champs.
Follow up on improvement plans within set timelines with CD Ops and Trainer.
3. Drive Performance Improvement
Identify skill gaps through audits and performance data.
Recommend training and coaching support for low performing champs.
Participate in calibration sessions with CD Ops to ensure scoring accuracy.
Metrics:
6 days working and 1 week off
Rotational shift and week-off
Breakfast/Lunch/Snacks provided
Sourced from naukri