customer service quality analyst

Shinewell

Position : Quality analystLocation : Koramangala, BangaloreLanguages : English and Hindi&middot; Complete quality monitor evaluation audit assessments as per target.&middot; Deliver feedback to all agents with the objective of improving performance&middot; Drive high standards of service quality and be the SME on the best practices around quality control for the CRE, Inhouse and contact centre teams.&middot; Analyse interactions and initiate, develop, and recommend improvements to systems, processes, and procedures that increase productivity and reduce cost.&middot; Perform root cause analysis to drill down into performance trends.&middot; Identify Continual Improvement and Corrective Action Preventive Action opportunities.&middot; Report out all learnings from audits&middot; Attend calibration sessions.&middot; Prepare TNA, publish and execute for 100% closureHere&rsquo;s what we are looking for: &middot; At least 12 months experience as a Quality Analyst with an ability to leverage her/his experience to identify training needs for the improvement of the Customer Service Team.&middot; Excellent written and spoken skills in English are non-negotiable. Great fluency in Hindi.&middot; Presence of mind, at all times. Ability to translate audits into inputs&middot; Good interpersonal skills. Constructive feedback skills&middot; Eye for details- Excellent probing and problem-solving skills&middot; Self-motivated and ability to multitask&middot; Proficient in customer interactions&middot; Has a very clear understanding of customer experience impacting variables in an interaction and has the ability to communicate the same with clarity.Job Type: Full-timePay: ₹360,000.00 - ₹400,000.00 per yearBenefits:<ul><li>Provident Fund</li></ul>Work Location: In person

Quality analyst, Call Auditing

IntouchCX

About IntouchCX
 
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.
 
About the Job
 
We’re changing the way people think about customer service, and we need your help!
 
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.
 
As Quality Assurance Analyst (Spanish/English Bilingual), You Will…
 
<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 (Spanish/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in Spanish 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 (Spanish/English Bilingual)

Aanvii Hearing SOlutions Pvt Ltd

Position Title: BPO Quality Analyst (QA)Location: BangaloreDepartment: Business Process Outsourcing (BPO)Reports To: Manager / Team LeaderSummary:The BPO Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions and processes within the BPO environment. The QA plays a key role in ensuring that the team meets the company's quality standards and delivers exceptional customer service. This role involves conducting audits, providing feedback, and collaborating with the Training and Operations teams to drive continuous improvement.Key Responsibilities:Quality Monitoring: Regularly monitor and evaluate customer interactions (calls, emails, chat) to ensure adherence to company policies, procedures, and quality standards.Performance Evaluation: Assess agent performance against established benchmarks, identifying strengths and areas for improvement.Feedback and Coaching: Provide detailed feedback and coaching to agents to help them improve their performance and meet quality standards.Reporting: Generate and analyze quality reports, summarizing findings and making recommendations for improvement.Trend Analysis: Identify trends and patterns in customer interactions and process performance to inform training and operational improvements.Collaboration: Work closely with the Training and Operations teams to address quality issues and implement corrective actions.Process Improvement: Recommend and assist in the implementation of process improvements to enhance service quality and efficiency.Compliance: Ensure all customer interactions comply with regulatory requirements and company policies.Training Support: Assist in developing and delivering training programs based on quality findings and identified training needs.Documentation: Maintain accurate records of quality assessments, feedback sessions, and performance metrics.Qualifications:Education: Bachelor&rsquo;s degree in Business, Quality Management, or a related field preferred, or equivalent work experience.Experience: Minimum of 3-6 years of experience in a quality assurance role within a BPO or customer service environment.Skills:Excellent verbal and written communication skills.Strong analytical and problem-solving abilities.Proficiency in using quality monitoring tools and software.Ability to handle multiple tasks simultaneously in a fast-paced environment.Good organizational and time management skills.Attention to detail and a commitment to accuracy.Job Type: Full-timePay: ₹9,201.33 - ₹35,000.00 per monthWork Location: In person

Quality Analyst- Bengaluru

<div>
 
 
 About the Company :
 
 
 
 
 
 
 
 IntouchCX
 
 is a global leader in customer experience and technology solutions. The company has been in the market for 20 years and has recently expanded its operations to Egypt, where it has been active for the past two years.
 
 
 
 
 
 
 About the Job
 
 
 
 
 
 We&rsquo;re changing the way people think about customer service, and we need your help!
 
 
 
 
 We&rsquo;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.
 
 
 
 
 
 As Quality Assurance Analyst (Spanish/English Bilingual), You Will&hellip;
 
 
 
 
 
 Coach CSRs/Tier 2s on the quality of service to ensure proper procedures are being followed
 
 
 Complete Quality Assurance and coaching session reports on a weekly basis
 
 
 Attend and participate in meetings with supervisors and managers to review monitoring lists
 
 
 Attend and participate in partner and internal calibration meetings
 
 
 Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operations Managers
 
 
 Report scripting problems or questions from callers to the appropriate departments
 
 
 Distribute partner and company-related correspondence to all CSRs/Tier 2 team members
 
 
 Perform other duties as assigned
 
 
 
 
 
 As Quality Assurance Analyst (Spanish/English Bilingual), You Have&hellip;
 
 
 
 
 
 High school diploma or equivalent (required)
 
 
 Must be fluent in Spanish and English, written and oral
 
 
 1 year of front-line contact center experience (preferred)
 
 
 1-2 years of Quality Assurance experience (preferred)
 
 
 Intermediate knowledge of MS Excel, MS Word and MS Office (required)
 
 
 Ability to type 30 wpm minimum with accuracy
 
 
 Strong verbal and written communication skills, including spelling and grammar
 
 
 Excellent organizational and time management skills
 
 
 Ability to make fair and consistent judgments and decisions
 
 
 Ability to multitask under high-pressure situations
 
 
 Ability to solve problems and offer suggestions in a positive and developmental manner
 
 
 Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
 
 
 Ability to perform basic mathematical functions to ensure scoring accuracy
 
 
 Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
 
 
 Ability to work a variety of shifts, including days, afternoons, evenings and holidays
 
</div>

Spanish Quality Analyst

Mason Companies

POSITION PURPOSE: 
Under general direction, this position is responsible for supporting the total quality methods, processes and procedures for the Customer Care division. This position will help support preserve service excellence through: monitoring and assessing customer interactions of Customer Care Representative: documenting performance strengths and weaknesses using a Quality Management System; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals. The analyst performs Quality Assurance audits on phone calls and emails. The analyst reviews and grades customer contact events for accuracy, compliance to policies and procedures, and observable soft skills. The analyst may also provide measurements to help gauge the customers overall level of satisfaction with the contact event.
 
ESSENTIAL POSITION FUNCTIONS: 
1. Performs call monitoring and assessment of Call Center Representatives for inbound calls and emails.
 
2. Participates in call calibration exercises.
 
3. Participates in internal listening sessions.
 
4. Assists Senior Manager of Quality in providing standard weekly and monthly reporting within predetermined reporting parameters.
 
5. Provides regular feedback to Customer Care Leadership regarding call trends or compliance issues that may arise.
 
6. Works with Quality Leadership to continually define Quality Assurance guidelines.
 
7. Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.
 
8. Become a subject matter expert in all business segments.
 
9. Offers suggestions for process improvement to foster exceptional customer experience.
 
10. Assists with the creation and updating of procedure/training manuals.
 
11. Maintains overall objectivity in supporting consistent and superior customer service.
 
12. Demonstrates accuracy and thoroughness.
 
13. Identifies way to improve and promote quality.
 
PERIODIC OR SECONDARY POSITION FUNCTIONS: 
1. Serve on various committees and project teams
 
The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.
 
COMPETENCIES: 
14. Strong listening and analytical abilities.
 
15. Ability to conduct statistical analysis.
 
16. Excellent interpersonal, oral and written communication skills.
 
17. Strong customer service skills
 
18. Ability to work with all levels of the organization.
 
19. Strong PC skills
 
20. Ability to manage multiple tasks
 
21. Understanding of call center metrics, tools and technologies.
 
22. Strong collaboration and reporting skills.
 
23. Capable of providing constructive feedback and call coaching
 
24. Ability to maintain a high level of professional engagement
 
EDUCATION and/or EXPERIENCE: 
1. Associates degree or equivalent experience
 
2. 1-3 years’ experience in a call center or Customer Service
 
3. Efficient in MS Office Suite (Outlook, Word, Excel, Power Point)
 
PHYSICAL DEMANDS: 
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Work is generally sedentary, with no specific need for physical coordination or effort. The employee is regularly required to see, talk and hear. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities. May assist in minor maintenance duties and other activities.
 
Some travel may be required.
 
WORK ENVIRONMENT: 
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Tasks do not expose employee to physically unpleasant or hazardous conditions.
 
TRAINING/ORIENTATION: 
A training development plan will be created and customized to the individual.

Customer Care Quality Analyst

Hair O Craft

A Call Quality Analyst (QA) monitors and evaluates inbound/outbound call interactions against established quality metrics, such as accuracy, compliance, and empathy. They provide actionable feedback, coach agents to improve performance, identify trends, and develop training materials to enhance customer satisfaction.Responsibilities<ul><li>Monitoring &amp; Evaluation: Auditing voice calls, chats, or emails to ensure compliance with company policies, scripts, and industry regulations.</li><li>Feedback &amp; Coaching: Providing regular, detailed, and constructive feedback to customer service representatives to improve their performance.</li><li>Data Analysis &amp; Reporting: Identifying trends in call quality, preparing performance reports, and conducting root cause analysis for recurring issues.</li><li>Calibration &amp; Quality Improvement: Collaborating with team leaders and management to align quality standards and implement improvement initiatives.</li><li>Documentation: Maintaining accurate records of audits, scorecards, and coaching sessions.</li></ul>Required Skills &amp; Qualifications<ul><li>Experience: Previous experience in a call center, BPO, or customer service quality assurance role.</li><li>Soft Skills: Strong analytical, communication, problem-solving, and interpersonal skills.</li><li>Technical Skills: Proficiency in call monitoring software, Quality Assurance tools, and Microsoft Office (Excel, Word, PowerPoint).</li><li>Knowledge: Understanding of quality assurance methodologies and customer service best practices.</li></ul>Job Type: Full-timePay: ₹25,000.00 - ₹30,000.00 per monthWork Location: In person

Call Quality Analyst

BPO CONVERGENCE

Key Responsibilities<ul><li>Monitor and evaluate inbound/outbound calls, chats, and email interactions.</li><li>Assess agent performance using defined call quality parameters and scorecards.</li><li>Provide clear, constructive feedback to agents for performance improvement.</li><li>Identify process gaps and recommend actionable solutions.</li><li>Prepare daily/weekly/monthly quality reports and dashboards.</li><li>Participate in internal and external calibration sessions to maintain scoring consistency.</li><li>Collaborate with trainers and team leaders to improve agent performance and customer satisfaction.</li><li>Document errors and track corrective actions until closure.</li><li>Ensure compliance with process guidelines, client expectations, and SLA requirements.</li></ul>Required Skills &amp; Qualifications<ul><li>Minimum 1&ndash;3 years of experience as a Quality Analyst in the BPO industry.</li><li>Strong knowledge of call quality standards, customer service metrics, and KPIs (CSAT, AHT, FCR, etc.).</li><li>Excellent listening and analytical abilities.</li><li>Strong communication and feedback delivery skills.</li><li>Good command of MS Excel, reporting tools, and QA forms.</li><li>Ability to identify trends, root causes, and improvement opportunities.</li><li>High attention to detail and process discipline.</li></ul>Job Types: Full-time, PermanentPay: ₹16,000.00 - ₹20,000.00 per monthBenefits:<ul><li>Health insurance</li><li>Provident Fund</li></ul>Work Location: In person

Quality Analyst

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