Cogent E Services
Website:
cogenteservices.com
Job details:
Company Description Cogent E Services is an end-to-end Customer Experience (CX) solutions provider offering omni-channel support across voice, non-voice, back office, transformative services, and digital marketing. The company leverages customer interaction data analytics and advanced technology to help clients derive insights and manage customer interactions effectively. Its client base spans more than 10 industry verticals, including high-growth sectors such as banking, financial services, and e-commerce. Cogent E Services operates 24 sites across 12 cities in India and supports customers in over 10 languages, including English, Hindi, and regional languages. More information is available at www.cogenteservices.com.
JOB DESCRIPTION – QUALITY ANALYST
Position: Quality Analyst
Openings: 10
Experience: Minimum 1 Year
Industry: BPO / Sales / Insurance
Education: HSC / Graduate
Joining: Immediate Joiners Preferred
Salary: Up to ₹35,000 per month, based on experience and last drawn salary
Role Overview
We are looking for experienced and result-oriented Quality Analysts to join our team. The candidate will be responsible for monitoring customer interactions, conducting quality audits, identifying process gaps, providing actionable feedback, and working closely with Operations and Training teams to improve overall process performance.
Key Responsibilities
* Conduct regular call and transaction audits as per defined quality parameters.
* Monitor and evaluate customer interactions for quality, process adherence, compliance, and sales effectiveness.
* Identify errors, gaps, behavioural concerns, and process deviations.
* Conduct RCA (Root Cause Analysis) for recurring errors and performance gaps.
* Share timely and actionable feedback with advisors and Operations Team Leaders.
* Conduct calibration sessions with Operations and Training teams.
* Prepare and maintain daily, weekly, and monthly quality reports.
* Track agent-wise and parameter-wise quality performance.
* Identify trends in VOC, CSAT, sales, compliance, and quality scores.
* Support Operations in developing action plans for low-performing advisors.
* Monitor closure of AOIs (Areas of Improvement) and corrective actions.
* Identify critical/fatal errors and ensure appropriate escalation.
* Participate in process improvement initiatives and quality projects.
* Ensure adherence to client/process guidelines and SOPs.
* Work closely with the Training team to identify Training Needs / TNIs based on audit findings.
* Provide insights to management for improving customer experience, compliance, and business performance.
Desired Skills
* Strong knowledge of quality auditing and call monitoring.
* Good understanding of sales and/or insurance processes.
* Strong analytical and problem-solving skills.
* Good communication and interpersonal skills.
* Ability to identify trends and convert data into actionable insights.
* Strong knowledge of MS Excel and reporting.
* Good stakeholder management skills.
* Ability to work under pressure and meet timelines.
Preferred Candidate
Candidates with experience in BPO, Sales, Insurance, Customer Service, Quality, or Contact Centre operations will be preferred.
Immediate joiners are strongly preferred.
Click on Apply to know more.
