Senior Quality Analyst

Job description

We are looking for Quality Analyst professionals with 2 year of experience specializing in auditing calls/ CHATs and sharing feedback. **Job Description:** - Analyze and verify customer accounts as per available data - Monitor calls on client provided guidelines - Provide feedback to front line agents to prevent errors from occurring in the future - Technical troubleshoot knowledge related to customers services issue - Serve as a subject matter expert on clients business rules, customer interaction policies and support tools **Basic Requirements:** - Good communication and interpersonal skills – verbal and written (fluency in English and comprehension ability) - Strong team player who exhibits patience as well as the ability to help team members - Must be reliable in terms of attendance - Professional behavior, appearance, and communication skills - Basic knowledge of Excel and computer applications - Good at preparing RCA (Root Cause Analysis) and identify trends to provide feedback - Ability to adapt to frequent changes as per business requirement - Flexible outlook to adjust to 24x7 shifts – ability to work in teams and in rotational US shifts - Ability of analyze information, evaluate results, and choose the best solutions to resolve problems - Ability to quickly and efficiently assimilate process knowledge - Detail- and result-oriented, self-motivated with good analytical skills and ability to handle pressure - Should not have any prior / ancillary commitments – part-time courses, tuitions, etc. **Minimum Qualifications:** - Any Graduate or under-graduate with minimum 2 year of experience **Who we are:** eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 13,000-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. Interested candidate can share profile at rupali.devlekar.C@eclerx.com **About eClerx Customer Operations** eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients’ evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience.