Quality Analyst - Customer Service Inbound Voice Process

About Hexaware BPS

Hexaware BPS is a fully-owned subsidiary of Hexaware Technologies Ltd, employing over 4000 professionals across multiple locations including Navi Mumbai (Mahape), Chennai, Nagpur, US, Mexico, and Russia. Leveraging its parent company's strong technology heritage, Hexaware BPS offers industry-leading IT, BPO, and consulting services focused on automation, innovative solutions, and customer delight. Their approach combines robotic process automation, hyper-converged technology, design thinking, rapid prototyping, and tailored services to help clients overcome market challenges effectively.

Role Overview

The Quality Analyst will oversee monitoring of inbound voice calls, emails, and chats to ensure they meet established quality benchmarks. This entails delivering structured, timely feedback to agents derived from audits, analyzing audit outcomes to spot quality trends, and enforcing quality monitoring standards. The role also includes tracking case lifecycle progress with regular follow-ups and recommending corrective actions to foster continuous quality improvement.

Key Responsibilities

• Offer constructive feedback to agents based on call, email, and chat audits aiming at quality adherence and enhancement opportunities.
• Generate audit trend reports using defined or situational criteria while maintaining auditing utilization targets.
• Engage in team huddle sessions to disseminate insights on error trends, process changes, and technical challenges.
• Work closely with Assistant Managers and Subject Matter Experts to promote a culture of excellence and continuous development.
• Analyze customer interactions thoroughly to identify improvement opportunities enhancing customer experience.
• Accurately document audit findings, trends, and corrective measures executed.
• Remain informed about industry standards, regulatory requirements, and process updates ensuring compliance with quality standards.
• Design and implement training or coaching initiatives targeting skill gaps among agents.
• Collaborate across teams to optimize processes and execute process improvements.

Qualifications and Experience

• Graduate in any discipline.
• Minimum 2 years experience as a Quality Analyst within a call center environment.
• Exceptional verbal, written, and interpersonal communication abilities.
• Strong commitment to delivering outstanding customer service.

Additional Details

• Work Location: Ghansoli, Navi Mumbai.
• Shift Timings: 8:00 AM to 8:00 PM or 11:00 AM to 11:00 PM (any 9-hour shift).
• Weekly Off Days: Saturday and Sunday.