Senior Analyst - Quality Assurance

Role Overview We are seeking an experienced Senior Analyst specializing in Quality Assurance to join our growing team in Pune. In this role, you will monitor and evaluate customer service interactions, provide constructive feedback to agents, and ensure adherence to client guidelines and business standards. You will serve as a subject matter expert on client policies, tools, and customer interaction procedures while maintaining high quality standards across all operations. Key Responsibilities - Analyse and verify customer accounts using available data and established protocols - Monitor calls and interactions based on client-provided guidelines and quality standards - Provide detailed feedback to front-line agents to identify improvement areas and prevent future errors - Troubleshoot technical issues related to customer service platforms and tools - Serve as a subject matter expert on client business rules, customer interaction policies, and support systems Required Qualifications - Minimum 1 year of experience as a Quality Analyst with expertise in call auditing - Strong knowledge of call monitoring and quality assurance processes - Technical troubleshooting capabilities related to customer service systems - Bachelor's degree from any discipline Why Join Us eClerx offers a dynamic work environment with opportunities to grow in the BPO industry. You will work with international clients in a 24x7 operation with flexible shift options and a collaborative team environment.

- 1+ years of Quality Analyst experience - Call auditing and monitoring expertise - Technical troubleshooting knowledge - Customer account analysis skills - Knowledge of BPO/customer service tools - Ability to work in rotational shifts - Bachelor's degree (any discipline) - Strong communication skills - Subject matter expertise on client policies

- Full-time permanent position - Career growth opportunities in BPO industry - Exposure to international clients - Flexible work arrangements with rotational shifts - Collaborative team environment - Professional development in quality assurance