Quality Analyst
- Lenskart
- 2 - 5 years
- Delhi, NCR
- 2 months ago
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Job Description
Role Description-
Audit and evaluate inbound and outbound calls, emails, and chat interactions.
Assess agent performance based on established quality guidelines and key performance
indicators (KPIs).
Document and provide constructive feedback to Customer Support Team.
Identify trends and recommend areas for improvement in processes and customer service.
Collaborate with trainers and team leaders to design and implement training programs.
Maintain and update QA scorecards and reports.
Participate in call calibration sessions to ensure consistent evaluation standards.
Support the development of quality standards and procedures.Qualifications-
High school diploma or equivalent (Bachelors degree preferred).
Minimum of 2 years of experience in quality assurance or a related role.
Strong analytical and listening skills.
Excellent written and verbal communication skills.
Proficiency in call monitoring software and CRM systems.
Ability to provide constructive feedback and drive performance improvement.
Detail-oriented with strong organizational skills.
Should be well-versed with Six Sigma Methodologies and & seven QC tools.Please share the resume on an**********i@le*****t.in Role & responsibilities
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: LenskartLocation(s): Delhi, NCR
Keyskills: Call Audit Root Cause Analysis Call Monitoring RCA Customer Service QC Tools Quality Analysis Call Calibration Feedback Management 7Qc Auditing
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