Quality Analyst

From 1 to 3 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

As a Quality Analyst in Support Services team, the goal of the right candidate is to maintain
a high and consistent level of support quality across all clients. The primary aim of this
resource will be to ensure customers always get excellent treatment.
Key Highlights of the Job:
Review and Resolve Escalations
If a service team member is unable to resolve a customer’s question or complaint, they
usually escalate the call to a service quality team. The team will then then identify a solution
to the customer’s query or directs them to another department that can provide assistance.
Managing escalations requires significant customer service skills and diplomacy to ensure
that the customer is satisfied.
Evaluate Team Members
The right candidate for this role will be required to conduct daily reviews and evaluations of
team members. The quality analyst will monitor employee performance and note areas for
improvement, often using an employee evaluation rubric and then meeting directly with the
team member to discuss their performance. The quality analyst may also make
recommendations to their respective Team Lead / Mangers if an employee is consistently
not meeting expectations.
Support Process Improvement
Quality Analyst improve overall department and organization efficiency and performance by
identifying opportunities to enhance internal processes. They may gather data related to
customer contact and interactions and use this data to prepare reports and analyses of
which processes are working and which can be improved.
Train New Hires
Quality Analysts will be responsible to train new hires in their departments. They work
closely with new team members to instruct them on company and client policies and best
practices for resolving customer issues. Additionally, quality analysts monitor new team
members’ activities and performance during the first few weeks of training and onboarding
to determine where further training is needed.
Core Job Responsibilities:
Maintain and develop internal support process quality standards
Review a subset of support agents’ conversations (chat, e-mails, tickets, etc.)
Assess support interactions based on process standards
Accompany evaluations with meaningful and constructive feedback
Discuss and explain feedback with agents in regular meetings
Analyse all customer service metrics (e.g. CSAT, FCR, NPS, etc.) and how the support
team’s performance affects those KPIs
Create strategies to improve support KPIs
Help agents improve their performance with specific instructions and constant
Map the need for training and on boarding programs and initiate these projects
Monitor customer service performance on the agent and team level
Create reports that reflect support performance
Report support team’s performance to higher-ups
Participate in calibration sessions to maintain consistency in internal evaluations

Role:Call Quality Analyst

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre

Functional AreaQuality Assurance

Role CategoryBusiness Process Quality

Employment Type:Full Time, Permanent


UG:Graduation Not Required

Company Profile

Betsol Software India Private Limited

About BETSOL :

BETSOL is a cloud-first digital transformation, data management, and robotic process automation company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Rebit (Rebitgo.com) and Zmanda (Zmanda.com). BETSOL’s Robotic Process Automation product line is comprised of products and professional services under the LeTo brand (LeTo.co). BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries.

Our work locations are set against the vibrant backdrops of Denver, Broomfield, Colorado and Bangalore, India.

Company Info
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Contact Company:Betsol Software India Private Limited