Customer Support - Quality Analyst

Responsibilities

• Audit calls/emails per sampling plan; evaluate business, compliance and customer critical parameters
• Document defects and provide agent\-level feedback; track CAPA closure
• Participate in calibrations with QA/Operations/Training
• Publish quality MIS; flag trends and risk areas

Knowledge/Experience

• Quality scorecards, error taxonomies and rating guidelines
• Compliance checks (authentication, disclosures, documentation)
• Customer experience drivers and NPS behaviors
• *Location**

Bengaluru