- Experience
- 2+ yrs
- Salary
- INR 200,000 – INR 400,000 / year
- Openings
- 1
- Posted
- 2 days ago
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Applicants must have completed any graduate degree.
- Resume
- Required to apply
Where you'll work
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Job description
About the Company
eClerx is a leading provider of business process management, automation, and analytics services catering to several Fortune 2000 enterprises. Their global clientele spans financial services, communications, retail, fashion, media and entertainment, manufacturing, travel and leisure, and technology sectors. Founded in 2000, the company is publicly traded on the Bombay and National Stock Exchanges of India and employs over 13,000 staff worldwide including locations in Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
Role Overview
The company is seeking an experienced Senior Quality Analyst with at least 2 years of expertise in auditing customer calls and chats, providing constructive feedback, and ensuring call quality standards aligned with client guidelines.
Key Responsibilities
- Examine and validate customer account details based on available data.
- Monitor customer interactions such as calls adhering to client-specific protocols.
- Offer actionable feedback to frontline agents to minimize future errors.
- Support technical troubleshooting related to customer service issues.
- Act as a subject matter expert on client business rules, interaction policies, and support tools.
Candidate Requirements
- Effective verbal and written communication skills in English including comprehension abilities.
- Strong interpersonal skills with teamwork mentality and patience to assist colleagues.
- Dependable with respect to attendance and punctuality.
- Professional demeanor, including suitable appearance and communication etiquette.
- Basic proficiency in Excel and general computer applications.
- Skilled at root cause analysis (RCA) and identifying patterns to guide feedback.
- Adaptability to frequent business-driven changes.
- Flexible to work in 24x7 shift patterns including rotational US shifts.
- Problem-solving abilities to analyze data, assess outcomes, and identify optimal solutions.
- Quick learner capable of assimilating new processes efficiently.
- Detail-oriented, motivated, with strong analytical skills and resilience under pressure.
- No concurrent part-time engagements such as courses or tutoring.
Minimum Educational Qualification
Completion of any graduate degree is mandatory.
Level
Senior
Minimum education
Bachelor's Degree