customer service quality analyst

Hexaware Technologies

Active Listening; computer basic knowledge; Domain expertise; Escalation Management; Multitask Handling; Process Understanding and Improvement; Quality Assurance and Control; Team Management; Typing skills 25 WPM with 90 Percent Accuracy

Customer Service Domestic Quality Analyst-BPS

INTELCIA

<div>
 <p>
  <strong>
   About the Company
  </strong>
 </p>
 <p>
  Intelcia is a global outsourcing company that has been supporting clients for over 20 years by combining talent, technology, and process excellence to deliver tailor-made solutions that meet international standards. With operations across multiple regions and more than 35,000 employees in 85 centers worldwide, Intelcia aims to be among the top 10 global outsourcing providers by 2025.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  We are looking for a skilled
  <strong>
   Quality Analyst (with Gaming experience)
  </strong>
  to join our team. The role is responsible for monitoring customer interactions within the gaming industry to ensure compliance with Intelcia and client standards, identifying improvement areas, and providing constructive feedback to enhance both service quality and player satisfaction.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Monitor customer interactions to ensure compliance with client and company quality standards.
  </li>
  <li>
   Conduct performance evaluations and share feedback to support agent development.
  </li>
  <li>
   Meet observation and feedback targets as per client and internal requirements.
  </li>
  <li>
   Collect and analyze data to identify recurring issues and improvement opportunities.
  </li>
  <li>
   Participate in call calibration sessions to ensure consistent evaluation standards.
  </li>
  <li>
   Report any suspicious or inappropriate behavior observed during monitoring.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Excellent command of English and Arabic (written and spoken).
  </li>
  <li>
   Minimum 6 months of experience as a Quality Analyst within a BPO environment; gaming account experience is preferred.
  </li>
  <li>
   Strong analytical skills with proficiency in MS Office.
  </li>
  <li>
   Excellent communication and feedback delivery skills.
  </li>
  <li>
   Customer-focused mindset and strong attention to detail.
  </li>
 </ul>
</div>


Quality Analyst – Customer Service (Gaming)

IntouchCX

About IntouchCX
<br><br>
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
<br><br>
About the Job
<br><br>
We’re changing the way people think about customer service, and we need your help!
<br><br>
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
<br><br>
As Quality Assurance Analyst (French/English Bilingual), You Will…
<br><br>
<ul>
<li>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed</li>
<li>Complete Quality Assurance and coaching session reports on a weekly basis</li>
<li>Attend and participate in meetings with supervisors and managers to review monitoring lists</li>
<li>Attend and participate in partner and internal calibration meetings</li>
<li>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers</li>
<li>Report scripting problems or questions from callers to appropriate departments</li>
<li>Distribute partner and company related correspondence to all CSRs/Tier 2 team members</li>
<li>Perform other duties as assigned</li>
</ul>
As Quality Assurance Analyst (French/English Bilingual), You Have…
<br><br>
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1 year of front-line contact center experience (preferred)</li>
<li>1-2 years of Quality Assurance experience (preferred)</li>
<li>Intermediate knowledge of MS Excel, MS Word and MS Office (required)</li>
<li>Ability to type 30 wpm minimum with accuracy</li>
<li>Strong verbal and written communication skills, including spelling and grammar</li>
<li>Excellent organizational and time management skills</li>
<li>Ability to make fair and consistent judgments and decisions</li>
<li>Ability to multi-task under high-pressure situations</li>
<li>Ability to solve problems and offer suggestions in a positive and developmental manner</li>
<li>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls</li>
<li>Ability to perform basic mathematical functions to ensure scoring accuracy</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
<li>Ability to work a variety of shifts including days, afternoons, evenings and holidays</li>
</ul>


Quality Assurance Analyst (French/English Bilingual)

Shinewell

<p>Designation : Quality Analyst, Call Auditing</p><p>Location : Koramangala, Bangalore.</p><p>Reporting : Quality Team Leader</p><p>Shift : Day Shift</p><p>CTC : up to 3 .6 LPA</p><p>Work Experience: minimum 12 months outbound call handling experience and work experience in outbound or customer facing role</p><p>Candidate should be fluent in English &amp; Hindi with below languages</p><p>Should have good analytical skills Identify root causes by regular RCA with the TLs Handle escalations:</p><p>Regional Languages should know:</p><p>English, Hindi and Kannada : 3 nos.</p><p>Job Type: Full-time</p><p>Pay: &#8377;25,000.00 - &#8377;30,000.00 per month</p><p>Benefits:</p><ul><li>Provident Fund</li></ul><p>Work Location: In person</p>

Quality Analyst, Call Auditing

WillScot

<div></div><div><div><div><div><div>Date: Oct 24, 2025
</div></div></div></div><div><div><div><div>Location:
Scottsdale, AZ, US, 85257
</div></div></div></div><div><div><div><div>Company: WillScot
</div></div></div></div><div><div><div><div>Req ID: 54703
</div></div></div></div><div><div><div><div><p>At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative &#64258;exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.</p><br>
<p></p>
<p>Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. We&rsquo;re deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!</p>
<div><div><div><h2 class="jobSectionHeader"><b>
ABOUT THE JOB:</b></h2>
</div><div><p>
The Quality Analyst Shared Services will be responsible for evaluating and ensuring the quality of customer service interactions and operational processes across the organization. This role involves implementing quality control procedures, analyzing customer feedback, and supporting initiatives aimed at enhancing customer satisfaction and operational excellence, from anywhere in the company. S/he will execute all aspects of the WS customer experience program, including Net Promoter Score (NPS) program management and evolution. This person will partner with the Field, Operations, and other functional leadership and teams to drive improvements to consistent detractor issues.</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>
WHAT YOU'LL BE DOING:</b></h2>
</div><div><ul><li>Conduct market research and competitive analysis. Research about market trends, competitor analysis, and customer needs to assist in building a product roadmap.</li>
<li>Develop and apply quality control processes to evaluate customer service and operational performance.</li>
<li>Monitor and assess customer interactions across various channels to ensure compliance with quality standards.</li>
<li>Manage relationship with NPS platform provider to ensure program design and implementation aligns with business objectives for program.</li>
<li>Lead NPS monitoring and measurement, including regular communication with senior leadership on trends, wins, and opportunity areas.</li>
<li>Lead development and socialization of actionable insights for Net Promoter Score (NPS) customer satisfaction program, including aligning data and insights across internal functions.</li>
<li>Collaborate with cross-functional teams to drive a systematic approach that prioritizes consistent detractors from root cause to corrective action.</li>
<li>Analyze NPS reporting to create marketing content that will positively address customer pain points to help drive customer experience, Portal usage, reduce inbound service calls and improve NPS score.</li>
<li>Provide guidance on customer-related processes, including issue resolution and billing inquiries.</li>
</ul></div></div><div><div><h2 class="jobSectionHeader"><b>EDUCATION AND QUALIFICATIONS:</b></h2>
</div><div><p>
Required Education and Experience:</p>
<ul><li>High school diploma required; college degree preferred.</li>
<li>Minimum 5 years of progressive customer service experience required.</li>
<li>Minimum 3 years of quality experience required.</li>
<li>Communicating product vision, collaborating with cross-functional teams, and influencing stakeholders.</li>
<li>Ability to gather, analyze, and interpret data to make informed decisions about product strategy and development.</li></ul><br>
<p><br>
Required Skills and Abilities:</p>
<ul><li>Experience in developing and executing quality control processes. Strong analytical skills to assess customer feedback and service performance. Ability to collaborate effectively with various departments to enhance service quality. Time management skills. Experience in customer satisfaction survey/market research design, execution, and analysis. Growth mindset with a focus on continuous improvement.</li>
</ul>
</div></div></div><p><i>Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed.</i><br>
</p><p>All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs.<br>
</p><p>WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.</p><br>
<p></p>
<p>WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!</p><br>
</div></div></div></div><p><br>
<b>Nearest Major Market: </b>Phoenix
<br>
<b>Job Segment: </b>Program Manager, Management</p></div>

Quality Analyst Lead, Shared Services

Tamkeen Technologies

<div>
 We are seeking a
 <strong>
  Quality Service Specialist
 </strong>
 to join our Customer Service team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure the highest standards of service are consistently delivered.
 <br/>
 <br/>
 Evaluate customer service calls, chats, and emails based on quality standards and KPIs.
 <br/>
 <br/>
 Provide detailed feedback and coaching to agents to enhance performance and customer satisfaction.
 <br/>
 <br/>
 Identify training needs and recommend process improvements to improve service delivery.
 <br/>
 <br/>
 Prepare regular quality reports and trend analyses for management.
 <br/>
 <br/>
 Collaborate with Team Leaders and Training departments to ensure alignment with business goals.
 <br/>
 <br/>
 Maintain quality documentation, procedures, and audit trails.
 <br/>
 <br/>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 Bachelor's degree in Business Administration, Communications, or a related field.
 <br/>
 <br/>
 2-4 years of experience in a quality assurance or customer service role (preferably in a contact center environment).
 <br/>
 <br/>
 Strong knowledge of
 <strong>
  quality monitoring tools
 </strong>
 ,
 <strong>
  KPI metrics
 </strong>
 , and
 <strong>
  customer satisfaction standards (CSAT, DSAT, QA scores)
 </strong>
 .
 <br/>
 <br/>
 Excellent communication, analytical, and coaching skills.
 <br/>
 <br/>
 Proficient in MS Office and CRM systems.
</div>


Quality Service Specialist

Foundever

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li>Monitors CSR&rsquo;s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.</li>
</ul><ul><li>Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim of improving the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)</li>
</ul><ul><li>Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring</li>
</ul><ul><li>Reports script problems or questions to appropriate areas</li>
</ul><ul><li>Assists in monitoring specific programs as needed</li>
</ul><ul><li>Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals</li>
</ul></div></div><div></div><div><div><ul><li>Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved</li>
<li>Provides relevant information for Monthly Quality Reports.</li>
<li>Provides feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained</li>
</ul><ul><li>Acts at least half a day per week as CSR to keep up experience</li>
</ul><ul><li>Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.</li></ul></div></div></div></div></div></div></div></div><div></div>

Quality Coach / Evaluator - US Experience

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