Quality Analyst for Inbound Calling Process

Chandigarh, Customer Operations

Designation: Senior Analyst/ Analyst


Job Description:


  • Analyze and verify customer accounts as per available data
  • Monitor calls on client provided guidelines
  • Provide feedback to front line agents to prevent errors from occurring in the future
  • Troubleshoot technical issues related to customer’s services
  • Serve as a subject matter expert on clients business rules, customer interaction policies and support tools

Basic Requirements:

  • Good communication and interpersonal skills – verbal and written (fluency in English and comprehension ability)
  • Strong team player who exhibits patience as well as the ability to help team members
  • Must be reliable in terms of attendance
  • Professional behavior, appearance, and communication skills
  • Basic knowledge of Excel and computer applications
  • Good at preparing RCA (Root Cause Analysis) and identify trends to provide feedback
  • Ability to adapt to frequent changes as per business requirement
  • Flexible outlook to adjust to 24x7 shifts – ability to work in teams and in rotational US
  • Ability of analyze information, evaluate results, and choose the best solutions to resolve
  • Ability to quickly and efficiently assimilate process knowledge
  • Detail- and result-oriented, self-motivated with good analytical skills and ability to handle pressure
  • Should not have any prior / ancillary commitments – part-time courses, tuitions, etc.