Quality Analyst - Customer Experience
Current- The position demands best results in terms of quality, NPS and user experience.
- KRAs- Voice and Non Voice Platforms i.e, Chats, Emails and Calling (IB and OB both)
- The role is not limited to Quality Metrics only. It requires be a part of operational needs time and again and meliorate along the way.
- To facilitate product team with regular UI testings and insights on improvement.
- To run compliance audits and monthly PKTs in order to deep dive into process needs.
- To adjust as per the evolving situations and ensure smooth deliverance of key metrics.