BPO Quality Analyst EbixCash Global Services Pvt Ltd

About EbixCash Global Services Pvt Ltd

Job Description

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 Benefits: Health insurance Provident Fund Schedule: Day shift Work Location: In person,