A Furniture Ecommerce Company based out of Koramangala , Bangalore is looking for Call Quality Analysts for their Customer Support Team

Job Location : Koramangala

Salary : 20000 per month to 26000 per month + 3600 Provident Fund + 1250 Mediclaim + Incentives

Qualification:

1. 1 Year of Quality Analyst experience.

2. Outstanding written and verbal communication.

3. Excellent problem-solving and issue resolution and Analytical skills.

Job Description:

1. Perform call/email/chat monitoring and responsible for assessing the quality of the performance of our associates who deal with our existing and potential customers.

2. Use a quality monitoring data management system to compile and track performance at team and individual level.

3. Ensure that Standard Operating Procedures (SOPs) are always followed to deliver consistent service internally and to all customers .Actively look for improvements to enhance the customer's experience.

4. Identify and give constructive feedback on agent shortcomings in soft skills and process knowledge.

5. Auditing calls based on set parameters and CTQ’s.

6. Hygiene audits to ensure that there are no deviations from the process.