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Quality Analyst - Customer Support

Quality Analyst - Customer Support

White Forcebangalore, India
30+ days ago
Job description

Job description

Job Title : Email & Chat Quality Analyst (QA)

  • Monitor and evaluate chats, and emails 100+ in a day to ensure quality

standards are met.

  • Identify areas of improvement and provide actionable feedback to agents.
  • Prepare and share weekly / monthly quality reports
  • Collaborate with training and operations teams to implement process

    • improvements..

  • Conduct calibration sessions, quality session, Dip check, TNI, BQM, CSAT &

    • DSAT Analysis to ensure consistency in evaluations.

  • Assist in updating quality guidelines and audit forms based on business needs.

    • Skills & Requirements :

  • 1–3 years of experience in a QA role, preferably in a fintech, banking

    • environment.

  • Strong analytical and communication skills, Fluent in Hindi and English is must.
  • Candidates must graduate with any Stream
  • Attention to detail and a proactive attitude toward problem-solving.
  • Familiarity with QA tools and CRM systems and prepping the dashboards
  • knowledge of Excel is must
  • Its 7 days working shift with one rotational week off
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    Quality Analyst • bangalore, India