Quality Analyst

Job Summary

We are seeking a detail-oriented and customer-focused Quality Analyst & Customer Complaint Resolution Executive to join our team. In this role, you will be responsible for monitoring customer interactions, ensuring adherence to quality standards, handling and resolving customer complaints, conducting process audits, and driving continuous improvement initiatives. The ideal candidate will have strong communication, analytical, and problem-solving skills, along with a passion for delivering exceptional customer experiences.

Key Responsibilities

Quality Monitoring & Process Excellence

• Monitor customer interactions across calls, emails, chats, and other communication channels to ensure compliance with quality standards.
• Conduct quality audits, live monitoring, side-by-side evaluations, and floor walks to assess process adherence.
• Provide constructive feedback and coaching to customer-facing teams to improve performance.
• Prepare quality reports, audit findings, and calibration variance reports.
• Facilitate calibration sessions, quality briefings, and process reviews.
• Identify process gaps and recommend quality improvement initiatives.
• Ensure timely completion of assigned projects and quality-related activities.

Customer Complaint Resolution

• Receive, document, and manage customer complaints through various communication channels.
• Investigate complaints, perform root cause analysis, and recommend corrective actions.
• Liaise with internal stakeholders to ensure effective and timely complaint resolution.
• Keep customers informed about complaint status, findings, and resolution updates.
• Ensure all complaints are resolved in accordance with company policies and service standards.
• Analyze complaint trends to identify recurring issues and improvement opportunities.

Reporting & Analytics

• Maintain accurate records of complaints, investigations, resolutions, and corrective actions.
• Generate periodic reports on quality performance, complaint trends, customer feedback, and key metrics.
• Provide insights and recommendations to improve service quality and customer satisfaction.
• Track key customer experience and quality indicators to support business objectives.

Customer Experience & Continuous Improvement

• Identify opportunities to enhance customer satisfaction and operational efficiency.
• Partner with cross-functional teams to implement preventive and corrective measures.
• Support initiatives aimed at improving customer loyalty and overall customer experience.
• Promote a customer-centric culture throughout the organization.

Training & Coaching

• Conduct quality, process, and complaint-handling training sessions.
• Coach team members on customer service best practices and quality standards.
• Support ongoing learning and development initiatives to improve team performance.

Requirements

• Graduate in any discipline.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent interpersonal and stakeholder management skills.
• Ability to multitask and work effectively in a fast-paced environment.
• High attention to detail with a quality-focused approach.
• Ability to work independently and collaboratively within a team.