Quality Analyst - Customer Experience Job in Kolkata at Urban Company

Urban company is hiring for the role of Quality Analyst - Customer Experience!

Responsibilities of the Candidate:

• Monitor customer service interactions, including calls, emails, and chats, to assess representative performance and adherence to quality standards.
• Evaluate customer feedback and identify recurring issues or trends that impact customer satisfaction.
• Collaborate with cross-functional teams to develop and implement strategies to address root causes of customer issues and improve overall customer experience.
• Conduct regular audits and quality checks to ensure compliance with quality standards and regulatory requirements.
• Develop and maintain quality assurance guidelines and processes to ensure consistency and effectiveness in customer service delivery.
• Provide training and support to customer service representatives to improve their performance and enhance customer satisfaction.
• Prepare and present reports on quality metrics, performance trends, and improvement initiatives to management.

Requirements:

• Bachelor's degree
• Minimum of 2 years of proven experience as a Quality Analyst in a customer service environment
• Strong analytical skills with the ability to interpret data and identify trends
• Excellent problem-solving skills with a focus on long-term solutions
• Detail-oriented with a commitment to accuracy and quality
• Excellent communication and interpersonal skills