Quality Analyst – Customer Service – PayU – Full Job Description
Company: PayU
Location: Gurugram, Haryana•Hybrid work
Job Type: Full-time
Salary: Full-time
About the Team:
- The internal Quality Control (QC) team for customer service is dedicated to ensuring that service interactions meet high standards of accuracy, efficiency, and customer satisfaction.
- Their focus is on monitoring, evaluating, and providing feedback on service quality to improve customer experience and support continuous improvement initiatives.
About the Role:
- A Quality Analyst (QA) in the customer service sector plays a vital role in maintaining and enhancing the quality of customer interactions and support processes.
Responsibilities:
- Monitoring & Evaluation:
- Conduct regular audits of customer interactions, including phone calls, emails, live chats, and other communication channels.
- Assess the quality of service provided by customer service representatives against established benchmarks and criteria.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Feedback & Coaching:
- Provide detailed and constructive feedback to customer service representatives based on audit findings.
- Collaborate with team leaders and supervisors to develop personalized coaching plans aimed at improving agent performance.
- Facilitate training sessions or workshops as needed to address common areas of improvement.
- Reporting & Documentation:
- Document audit results and maintain accurate records of evaluations, including scores, feedback, and action plans.
- Generate regular reports on audit findings, trends, and overall service quality for management review.
- Identify patterns and recurring issues, and recommend changes to policies or procedures where necessary.
- Process Improvement & Initiatives:
- Participate in the continuous improvement of quality assurance processes and standards.
- Provide insights and recommendations for enhancing customer service practices based on audit results.
- Work with management to develop and implement quality assurance programs and metrics.
- Compliance & Standards:
- Ensure that all customer interactions meet the required quality standards and comply with relevant legal and regulatory requirements.
- Stay updated on industry best practices and incorporate them into the quality audit process.
- Collaboration & Communication:
- Collaborate with other departments, such as training, operations, and HR, to ensure a cohesive approach to service quality.
- Serve as a point of contact for quality-related inquiries and issues.
- Communicate audit results and action plans effectively across the organization.
Job role deliverables include:
- Multiple process review and gap identification
- Corrective action and process improvement
- Automation/ simplification of process steps to reduce manual intervention and improve turn-around time
- Reports automation
- Monitor & evaluate agents based on policy / process notes
- NPS / MSAT – Closing loop on customer’s feedback
- RCAs of complaints
- Drive projects with product team
Requirements:
- Strong working knowledge of Excel
- Familiarity with Pareto analysis and other QC tools
- Experience in QC customer service / Process improvement / reporting