Customer Support Quality Analyst

Stefto Management Services

Website: stefto.com
Job details:

Company Description

Founded in 2007, Stefto has established itself as a leader in Business Processing, offering innovative solutions to marketing challenges. Headquartered in Gurugram, our growing network spans major Indian cities, and we’re committed to delivering world-class online marketing strategies and execution. Known for our low customer acquisition costs and exceptional service quality, we have a global client base and extensive expertise in Retail and Ancillary Banking Services. Our passionate team is dedicated to helping businesses enhance their online presence and achieve meaningful growth in the digital landscape.

Role Description

We are seeking a Customer Support Quality Analyst for a full-time, on-site position located in Gurugram. The role involves monitoring, analyzing, and enhancing the quality of customer support interactions to ensure adherence to company standards. We are looking for a detail-oriented and analytical Customer Support Quality Analyst (QA) to join our team. If you have experience in monitoring calls, evaluating performance, and improving service quality, we would love to connect with you!

🔎 Key Responsibilities:

• Monitor and evaluate customer support calls, chats, and emails

• Conduct quality audits and share feedback with agents

• Identify performance gaps and suggest improvement plans

• Maintain QA scorecards and documentation

• Work closely with team leaders to improve overall customer experience

• Prepare quality reports and dashboards

📊 QA KPIs:

• CSAT (Customer Satisfaction Score)

• Quality Audit Score

• Compliance Adherence

• Call Handling Standards

• Error Rate Reduction

• Feedback Closure Rate

• Process Adherence

🎯 Required Skills:

• Strong communication and analytical skills

• Good understanding of QA frameworks

• Attention to detail

• Basic knowledge of MS Excel & reporting

• Ability to provide constructive feedback

Qualifications

• Proficiency in Quality Analysis, Monitoring, and Reporting
• Strong Communication and Interpersonal Skills
• Ability to Analyze Customer Interactions and Develop Improvement Plans
• Knowledge of Customer Service Best Practices and Tools
• Proficiency in using data analysis tools for measuring and improving support performance
• Prior experience in customer support or a similar quality-focused role preferred
• Detail-oriented with problem-solving, time management, and organizational abilities
• Relevant certifications or a bachelor's degree in business, management, or related field considered a plus

Click on Apply to know more.