Senior Quality Analyst
Eclerx Services Limited is hiring a Quality Analyst to perform call and chat auditing for client accounts. The role involves monitoring interactions, providing feedback to agents, and conducting root cause analysis to improve service quality. Candidates must be proficient in English, familiar with Excel, and comfortable working in 24x7 rotational US shifts. This position requires strong attention to detail and subject matter expertise in business interaction policies.
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Experience
2+ years
Function
Quality Assurance
Work mode
Onsite, India
Company
Tier 2
What you will work on
Eclerx Services Limited is hiring a Quality Analyst to perform call and chat auditing for client accounts. The role involves monitoring interactions, providing feedback to agents, and conducting root cause analysis to improve service quality. Candidates must be proficient in English, familiar with Excel, and comfortable working in 24x7 rotational US shifts. This position requires strong attention to detail and subject matter expertise in business interaction policies.
TAL's take
Standard service-sector role with defined responsibilities at an established mid-tier firm.
Clear expectations regarding call/chat auditing and feedback delivery for customer support operations.
Must haves
- 2 years of experience
- Fluency in English and comprehension ability
- Basic knowledge of Excel and computer applications
- Ability to prepare RCA and identify trends
- Flexible to work 24x7 shifts and rotational US shifts
Tools and skills
About the company
Established business process management and consulting firm.