BPO Quality Analyst – EbixCash Global Services Pvt Ltd – Full Job Description
Company: EbixCash Global Services Pvt Ltd
Location: Ghansoli, Navi Mumbai, Maharashtra
Job Type: Full-time
Salary: ₹25,000 – ₹30,000 a month
Key Responsibilities:
- Quality Monitoring & Evaluation: Conduct regular audits of customer service interactions, such as calls, emails, and chat interactions, to assess quality and adherence to guidelines.
- Performance Reporting: Generate reports based on analysis, highlighting performance metrics such as customer satisfaction, issue resolution, communication skills, and compliance.
- Feedback & Coaching: Provide feedback and coaching to agents on their performance to improve customer interactions, ensuring they meet the company’s service standards.
- Process Improvement: Identify trends and areas for improvement in processes, customer interactions, and training materials, collaborating with team leaders to implement improvements.
- Compliance & Standards Adherence: Ensure adherence to company policies, procedures, and compliance requirements for each interaction.
- Training Support: Support training initiatives by providing insights into common errors, best practices, and areas that require more focus.
- Client Interaction: Liaise with clients to understand their quality expectations and communicate relevant feedback or suggestions.
- Continuous Improvement: Work with teams to develop and execute strategies to drive continuous improvement in quality, efficiency, and customer satisfaction.
Job Type: Full-time
Pay: ₹25,000.00 – ₹30,000.00 per month
Benefits: Health insurance
Provident Fund
Schedule: Day shift
Work Location: In person
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