Quality Analyst – Retail/E Commerce – Chennai

Do you thrive in a fast-paced environment where attention to detail matters? Does maintaining top-tier quality in customer service excite you? If you have at least one year of experience in the BPO sector and possess these qualities, join our team as a Quality Analyst for a Retail/E-commerce brand in Chennai. In this role, you will be responsible for providing feedback and driving process improvements, leading to a positive customer experience at every interaction. If you are ready to contribute your skills and expertise to elevate customer service in the E-Commerce sector, apply now and become part of our dynamic team at Fusion CX!

Job Description:

Key Responsibilities of the Reteil/E-Commerce Quality Analyst in Fusion CX Chennai include:

• Audits and Feedback: Conduct regular audits of calls, emails, chats, or other customer interactions to assess adherence to quality standards. Provide constructive feedback to agents and team leaders based on audit findings.
• Compliance Checks: Ensure compliance with company policies, industry regulations, and legal requirements. Identify any deviations and collaborate with relevant stakeholders to address them promptly.
• Process Improvement: Identify gaps in existing processes and develop action plans to address them. Collaborate with operations teams to implement corrective measures and improve overall efficiency and effectiveness.
• Briefings and Daily Dip Checks: Conduct briefings to update agents on quality standards, process changes, and performance expectations. Perform daily dip checks to monitor quality metrics and address any immediate concerns.
• E-commerce Expertise: Utilize knowledge of e-commerce industry practices and trends to enhance quality monitoring and feedback processes. Understand specific challenges and requirements related to e-commerce customer service.

Job Requirements:

Here are the qualifications, experience, and skills the Retail/E-Commerce Quality analyst must have to enhance operational and agent performance and customer satisfaction:

Educational Qualifications and Experience:

• Minimum graduate or equivalent
• At least one year of experience as a Quality Analyst in a BPO environment.

Language Requirements:

• Proficiency in Telugu is mandatory.
• Proficiency in Kannada, Tamil, or Malayalam is preferred.
• The ability to effectively communicate in English and any regional language(s) is essential for
  conducting audits, providing feedback, and interacting with diverse teams.

Additional Skills and Qualifications:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and consistency.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Familiarity with quality assurance tools and methodologies.
• Adaptability to changing priorities and business requirements.
• Previous experience in a customer service or e-commerce environment is an added advantage.

Shift Availability: Willing to work 24/7 shifts with rotational week-offs.

Why Join Fusion CX in Chennai:

As a Quality Analyst for a Retail/E-commerce brand in Chennai, you’ll be an integral part of a team that prides itself on the quality of its services. Careers at Fusion CX provide a dynamic environment where your insights directly contribute to our operational excellence and customer satisfaction. Your work will ensure that every process is efficient, compliant, and continuously improving. Join us to take your quality assurance expertise to the next level in an organization that values your skills and dedication.