Quality Analyst Job in Chandigarh at PrepLadder

PrepLadder is hiring for the role of Quality Analyst!

Responsibilities of the Candidate :

• Conduct regular quality assessments and audits of customer support interactions, including phone calls, emails, and chat conversations.
• Evaluate support team members' adherence to established processes, guidelines, and customer service standards.
• Provide constructive feedback to support agents to enhance their performance and ensure consistent service quality.
• Collaborate with team leaders and managers to identify areas for improvement in support processes and workflows.
• Create and maintain detailed reports on quality metrics, highlighting trends and areas for improvement.
• Assist in the development and implementation of training programs for support team members.
• Participate in calibration sessions to ensure consistency in quality evaluations across the support team.
• Stay updated on industry best practices and trends in customer support to enhance the overall quality of service.

Requirements :

• Previous experience as a Quality Analyst or in a similar role within a customer support environment.
• Strong analytical and problem-solving skills with an attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to provide constructive feedback and coach team members for continuous improvement.
• Familiarity with quality assurance methodologies and tools.