Quality Analyst

eClerx is seeking a Quality Analyst responsible for monitoring, evaluating, and enhancing the quality of customer interactions to ensure service excellence and compliance with company standards. This role plays a key part in driving performance, coaching teams, and supporting continuous improvement.
Duties and Responsibilities:
Coach on identified improvement opportunities.
Analyze audit data, documentation, voice clips, and surveys to identify gaps in service delivery.
Facilitate calibration and group sessions on quality programs.
Enhance overall customer experience and provide recommendations to management.
Assess existing practices for process improvement opportunities.
Perform other duties as required by management.
Skills and Qualifications
At least 2 years of experience as a Quality Analyst in the BPO industry, specifically in an account handling telco, Cable/ Broadband account
College graduate is preferred
Experience working in the Telco, Cable/B...