CRM Quality Analyst

Job Description:

• Responsible for call monitoring and providing actionable insights, which include monitoring customer interactions calls.

• Perform call audits according to defined parameters and standards and monitoring formats and provide data to the management.

• Monitor performance of call responses and provide actionable data to internal team leaders.

• Coordinate and facilitate quality sessions, provide feedback to the agents and assist in process improvement.

• Analyse, prepare and present data in measurable format to track progress.

• Make recommendations to help reduce errors in calls and improve revenue generation.

• Escalate unresolved issues to relevant teams, and work with them to resolve the identified issues.

• Assist in implementing changes or modifications to the Quality Assurance department’s evaluation process.

• Analyse the root causes for the defects identified through the audits using basic quality tools and report them immediately.

• Analyse trends and submit recommendations to Management for the identified defects.

• Drive C-Sats and gain customer satisfactions of end users.

• Should have fair knowledge of 7QC tools of Quality

• Generating daily, weekly & monthly Quality reports.