Analyst Description Job Title: BPO Analyst – Call/Chat/Email Audit Process Job Summary: We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency. Key Responsibilities: ✅ Quality Audits & Compliance: Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines. Identify service gaps, communication errors, and training needs to improve overall customer experience. Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions. ✅ Performance Evaluation: Provide constructive feedback to agents and team leads to enhance service quality. Identify trends and recurring issues in customer interactions and recommend improvement strategies. ✅ Process Optimization & Training Support: Collaborate with team lead to suggest quality and coaching materials. Develop and implement best practices for handling customer interactions across voice, chat, and email. Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction. Required Skills & Qualifications: 🎯 Education & Experience: Bachelor's degree in any field. 🎯 Communication & Attention to Detail: Excellent verbal and written communication skills. Strong problem-solving and analytical thinking abilities. Ability to multitask, work in fast-paced environments, and adapt to evolving business needs. Responsibilities Key Responsibilities: ✅ Quality Audits & Compliance: Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines. Identify service gaps, communication errors, and training needs to improve overall customer experience. Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
Other Details
It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6+ years Experience.
More about this BPO Quality Analyst - Call, Chat and Email Audit job
What are the eligibility criteria for this BPO Quality Analyst - Call, Chat and Email Audit job?
Ans : Candidates should have All Education levels with 2-7 years of experience for this BPO Quality Analyst - Call, Chat and Email Audit job offered by Eclerx Services in Sector-82 Mohali, Mohali.
What salary is offered for this BPO Quality Analyst - Call, Chat and Email Audit job?
Ans : Salary details will be shared during the hiring process.
What shift and timings does this job follow?
Ans : This BPO Quality Analyst - Call, Chat and Email Audit job follows a Day shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Sector-82 Mohali, Mohali.
How many vacancies are there for this BPO Quality Analyst - Call, Chat and Email Audit job?
Ans : There is 1 vacancy for this BPO Quality Analyst - Call, Chat and Email Audit role.
Is this job open for all genders?
Ans : Yes, this BPO Quality Analyst - Call, Chat and Email Audit job is open for both male and female candidates.
What is the job location for this position?
Ans : The job location for this BPO Quality Analyst - Call, Chat and Email Audit position is Sector-82 Mohali, Mohali.
What makes this BPO Quality Analyst - Call, Chat and Email Audit job a good opportunity?
Ans : The employer has not disclosed the salary for this role, but it is a Full Time opportunity with 1 opening.
A Naukri Group company
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Eclerx Services
Sector-82 Mohali, Mohali
2 - 6+ years Experience in Customer Support / TeleCaller
Full Time
