The Quality analyst will be responsible for end to end process audit by evaluating customer queries and its resolution to identify process gaps.
The QA is required to analyse reasons for customer calling the call centre and suggest actions to reduce such calls.
Areas the quality analysts study include why the customer called the call centre, call handling by the agent, promptness of revert, product knowledge, as well as whether representatives stick to standard scripts or not. It is very important to evaluate the entire complaint resolution process.
They also check to see if a customer is satisfied with the results of the interaction.
Quality analyst works in a continuous process of evaluating the communications and providing feedbacks to enhance the quality of the all communications.
This activity must lead to improving process efficiency and customer experience.
Quality analyst needs to identify the gaps through root cause analysis
Prepare reports and analysis as necessary to determine areas of improvement & opportunity