Quality Analyst

  • Work From Office
  • Anywhere

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

Job Title : Quality Analyst
Department : Etech Insights
Location : Gandhinagar
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