Customer Support - Call Quality Analyst Job in Netradyne

Brief Description: Establishing a world class Quality Standard Framework for Customer interactions (Call, Email, Chat & Support Cases). Reviewing, monitoring, scoring agent customer interactions and adhering to the periodic quality monitoring targets set for each sampling type and interaction mode. Timely, accurate and effective feedback and mentoring to agents based on the interactions monitored. Ensuring the agents are aligned to the spirit of service and understand the monitoring standards clearly. Create agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations, VOC (voice of customer) and Quality Monitoring data. Identify, Analyze, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain. Prepare accurate and timely MIS and Quality reports for the department based on agreed periodicity. Develop training programs, identify LinkedIn courses that can help improve customer service and interaction skills. Work with Leads, Managers and Management team to implement Agent development plan and customer service improvement plans. Requirement & Essential Skills 5+ years of experience as quality analyst in the customer service industry. Bachelor s Degree or Equivalent experience. Well-versed with Global Customer culture and communication (Including Us and European customer base) Working Knowledge of CRM tools like Salesforce, Remedy etc. Working knowledge of Quality standard tools and technologies Outstanding customer service skills Excellent verbal and written communication skills and strong presentation skills. Must be proficient with Microsoft Office (Including PowerPoint Excel) Hands on experience in Power BI/ any data visualization tools.