Quality Analyst
What We Offer:
- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
- Call Monitoring: Listen to customer calls related to Internet issues, Billing problems, and other ISP-related concerns to assess the quality of service provided by customer support representatives.
- Quality Evaluation: Evaluate calls based on predefined quality parameters, ensuring adherence to company policies, procedures, and quality standards.
- Feedback and Coaching: Provide constructive feedback to customer support representatives based on call evaluations. Offer coaching and training sessions to improve their communication skills, technical knowledge, and issue resolution abilities.
- Documentation: Maintain detailed records of call evaluations, highlighting areas of improvement and commendable performance. Prepare regular reports summarizing evaluation findings and trends.
- Process Improvement: Collaborate with supervisors and team leaders to identify recurring issues and areas for process improvement. Suggest and implement strategies to enhance overall customer service quality.
- Compliance: Ensure compliance with legal and regulatory requirements, company policies, and industry standards during customer interactions.
What We Expect You To Have:
- Proven experience in quality assurance or a similar role within a contact center environment, preferably in the ISP industry.
- Strong knowledge of Internet-related issues, billing procedures, and customer service best practices.
- Excellent analytical skills with the ability to identify patterns, trends, and areas for improvement.
- Exceptional communication skills, both verbal and written.
- Detail-oriented and able to maintain accuracy while multitasking in a fast-paced environment.
- Proficiency in using call monitoring and quality evaluation tools/software.
- Ability to provide constructive feedback and coaching to improve team performance.
- Familiarity with home networking setup, understanding of the terminologies used in ISP like Modem, Router, Splitters, etc.
To apply for this job email your details to sethisharanpalsingh@gmail.com