Quality Analyst - Customer Service Key job responsibilities : - Monitor and report on quality metrics, deep dive and identify trends/root causes - Perform review of customer service associates from all channels to ensure adherence to quality assurance standards - Identify agent performance improvement opportunities through contact evaluations, data analysis and provide feedback (observations and trends) to Customer Service - Managers and the Training Specialist - Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior and internal knowledge base gaps - Assist with QA ad hoc projects and create reports in a timely manner - Engage with various teams such as operations, training, communication to ensure the highest quality service delivery to customers Basic Qualifications : - Bachelor's Degree in business or relevant work experience - Professional experience by using English with all skills (reading, writing, listening and speaking) - 2+ years of relevant experience in quality, process improvement or related industry - Experience of using Excel, Access DB and Quality tools - Experience in owning improvement projects to remove defects Preferred Qualifications : - Excellent time-management, organizational, and prioritization skills - Keen eye for detail and high level of accuracy - Previous work experience in a B2B domain - Experience with Data Analytics - Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and written. - Detail-oriented, analytical, proactive approach to problem-solving and identification - Must be in good standing in current role, and a blue badge employee - Excited about working in a diverse group and contributing to an inclusive culture

Mumbai

JSW One - Quality Analyst - Customer Service 

JSW One - Quality Analyst - Customer Service  ,Job Description for JSW One - Quality Analyst - Customer Service  in JSW One Platforms Ltd in  Mumbai for (2-4) years of experience. Apply Now!

Job Description for JSW One - Quality Analyst - Customer Service  in JSW One Platforms Ltd in  Mumbai for (2-4) years of experience. Apply Now!