Customer Care Quality Analyst

About the job


We are looking for a Customer Care Quality Analyst to join our Customer Care group, as we scale up and drive digital and financial inclusion across our markets.
As a Customer Care Quality Analyst, you will evaluate customer interactions across various channels to ensure they meet our quality standards and enhance customer satisfaction. Your role involves providing feedback, identifying areas for improvement, suggesting process enhancements, and contributing to the operational effectiveness of our contact center.
In your role, you will be responsible for Quality Monitoring and Evaluation by listening to calls, reviewing chat interactions, and observing email communications. This ensures our agents follow company protocols, adhere to scripts, and meet legal/regulatory requirements while delivering high-quality service.
You will also handle Performance Evaluation, assessing individual agent performance against predefined quality metrics and providing constructive feedback to agents (in-house and BPO) to help improve their performance.
Identifying Training Needs is another crucial aspect. By analyzing trends and patterns in customer interactions, you will pinpoint where agents need additional training or support. Collaborating with training teams, you will help develop and implement targeted training programs to address specific skill gaps.
On the Process Improvement front, you will identify inefficiencies or gaps in our call center's processes and procedures. Through deep dive analysis, you will suggest improvements to enhance operational efficiency, streamline workflows, and boost the overall customer experience.
You will lead Calibrations to ensure consistency and accuracy in evaluating agent performance and understanding company products, systems, and processes across various stakeholders, including BPO, Quality Analysts, Operations, and Training.
You will also be involved in New Hire Certification, ensuring that new hires are well-suited for their roles without compromising the customer experience during their on-the-job training.
You are also expected to regularly conduct thorough analyses to identify root causes and address negative trends, while providing actionable insights for improvement.
Additionally, you will participate in ad-hoc activities like mystery shopping, and time and motion analysis, and any other activity to refine our operations further.
If you have a Diploma/degree in a related field and a minimum of 2 years' experience in a customer service role, you might be a good fit. Additionally, strong attention to detail, analytical skills, and knowledge of quality assurance best practices are essential. Previous experience as a Call Center Quality Analyst would be an added advantage.