The Quality Analyst - Voice Process is responsible for monitoring and evaluating customer interactions in the voice process to ensure compliance with company standards and to improve the overall quality of customer service. This role requires keen attention to detail, excellent communication skills, and a strong understanding of customer service processes. The Quality Analyst ensures that agents meet or exceed performance metrics and provides valuable feedback for continuous improvement.

Skills

• Customer Experience
• Process Improvement
• Voice Process
• Communication

Requirements

• Job Role Quality Analyst-Voice process
• Job Type Full Time
• Workplace Type Onsite
• Industry Human Resources

Secondary locations

About

Not provided

Responsibilities

Monitoring and Evaluation:

• Review and evaluate customer service calls, emails, or other voice interactions to assess adherence to company guidelines, policies, and quality standards.
• Score interactions based on predefined quality criteria (e.g., tone, accuracy, resolution time, professionalism).
• Identify and document areas for improvement in agent performance.

 Feedback and Coaching:

• Provide constructive feedback to agents on their performance, highlighting areas for improvement and commending positive behaviors.
• Assist in the development of training materials and sessions to enhance agent skills based on feedback from evaluations.
• Conduct one-on-one coaching sessions with agents to improve their performance and customer service techniques.

Compliance and Standards Monitoring:

• Ensure agents follow standard operating procedures (SOPs), regulatory requirements, and internal policies during customer interactions.
• Monitor service level agreements (SLAs) and performance targets, ensuring agents consistently meet or exceed them.
• Identify trends or recurring issues in agent behavior and escalate when necessary.

Reporting and Documentation:

• Maintain accurate records of evaluations, performance reports, and improvement plans.
• Prepare and present regular quality reports and metrics to management, identifying trends and providing insights for process improvement.
• Track and analyze performance data to recommend strategies for optimizing quality.

Collaboration and Support:

• Work closely with team leaders, supervisors, and managers to implement quality improvement initiatives and resolve performance-related issues.
• Participate in regular meetings to discuss quality goals, challenges, and opportunities for improvement.
• Help agents understand quality expectations and guide them in achieving performance goals.

Process Improvement:

• Identify gaps in customer service processes or agent performance and suggest improvements to enhance the customer experience.
• Participate in the development and refinement of quality assurance guidelines, training programs, and best practices.
• Conduct root-cause analysis for quality issues and recommend corrective actions.

Customer Experience Enhancement:

• Assist in improving the overall customer experience by ensuring that interactions are professional, efficient, and aligned with the brand's standards.
• Monitor customer satisfaction feedback and suggest improvements in processes and training based on customer insights.

Other Requirements

• Qualification: Bachelor’s degree or candidates with backlogs in degree can also be considered.
• Experience: 4–5 years of experience in a voice process quality assurance role (preferably in a call center environment). Must be fluent in English and Hindi language.  Experience in handling or analyzing customer service interactions is an advantage.
• Salary: 4lpa to 4.5lpa + Incentives and allowances
• Interview Mode: Offline at Kochi office or Online
• Age: Up to 30 years
• Rotational Shift
• Rotational week off

Good to have

Not provided

About the Company

18 steps consultants is a recruitment consultancy based out of Kerala, India. We cater to various industries and provide hiring assistance at all levels.