Quality Analyst - Voice Process
Quality Analyst - Voice Process
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Job Description
Job Title: Quality Analyst Voice Process
Location: Gurgaon
Department: Quality Assurance
Reports To: Quality Manager / Team Leader
About Us:
We are hiring for World s Largest Insurance and Assistance company dedicated to delivering highquality services to our clients. We are seeking a skilled and detailoriented Quality Analyst to join the dynamic team in the voice process department. The ideal candidate will have a passion for ensuring superior service quality continuous improvement and driving excellence in customer interactions.
Job Overview:
As a Quality Analyst Voice Process you will be responsible for monitoring evaluating and ensuring the quality of voicebased customer interactions. You will play a critical role in identifying performance gaps providing feedback and supporting process improvements to maintain high customer satisfaction levels and operational efficiency.
Key Responsibilities:
Quality Monitoring:
Regularly monitor and evaluate voicebased customer interactions (calls chats emails) to ensure adherence to company standards processes and policies.
Assess customer service quality based on predefined criteria including communication skills problemsolving product knowledge and customer satisfaction.
Feedback & Coaching:
Provide detailed feedback to agents on their performance highlighting areas for improvement and recognizing strengths.
Offer constructive coaching to improve agent performance fostering a culture of continuous improvement.
Reporting & Analysis:
Prepare and present daily weekly and monthly reports on call quality agent performance and customer satisfaction metrics.
Analyze trends in quality scores and identify common issues or opportunities for improvement.
Training Support:
Assist in the development and delivery of training programs to enhance agents communication skills product knowledge and process adherence.
Work closely with trainers to align training content with realtime quality feedback and business needs.
Process Improvement:
Collaborate with management and team leads to implement corrective actions and continuous improvements based on performance data and feedback.
Suggest process or policy changes that can enhance customer experience and improve operational efficiency.
Compliance & Adherence:
Ensure compliance with company guidelines legal requirements and industry standards.
Stay updated on new product offerings policies and quality standards to maintain an uptodate evaluation process.
Customer Feedback Integration:
Analyze customer feedback including survey results and incorporate insights into performance evaluations to drive service quality.
Qualifications:
Education:
Bachelors degree or equivalent experience in a related field.
Experience:
13 years of experience in quality analysis within a voicebased customer service or contact center environment.
Previous experience in a customerfacing role is a plus.
Skills & Abilities:
Excellent verbal and written communication skills.
Strong attention to detail and analytical skills.
Ability to evaluate and assess agent performance objectively.
Proficiency in using quality monitoring tools and CRM software.
Knowledge of quality assurance processes methodologies and best practices in a voicebased environment.
Ability to provide constructive feedback and coaching in a supportive manner.
Soft Skills:
Strong interpersonal skills with the ability to build relationships and work collaboratively in a team environment.
Problemsolving mindset and ability to think critically to resolve performance gaps.
Ability to manage multiple tasks and prioritize effectively in a fastpaced environment.
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Employment Type
Full Time
