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Quality Analyst

India, Republic Of India, Bengaluru
Last update 2025-02-14
Expires 2025-03-14
ID #2566590127
Free
Quality Analyst
India, Republic Of India, Bengaluru,
Modified January 24, 2025

Description

Quality Analyst- Customer Care


The Quality Analyst will be part of Customer care team where you will leverage your skills and business acumen to achieve the organization and team goals.


Primary Responsibilities:


  • Completion of assigned call/E-mail/chat & other audits on a daily, weekly & monthly basis
  • Evaluates Customer Care associates on behavioral competencies to ensure contact centers are striving to provide best in class customer service
  • Provide appropriate & value driven insights/observations/recommendations basis the audits on the procedures & practices followed or not followed by agents
  • Reporting on trends and behavioral changes that have been identified to improve overall customer experience
  • Provides timely and complete qualitative feedback on evaluation forms
  • Detects inefficiencies and suggests improvements to the current processes QA & otherwise
  • Actively participate in the monthly calibration sessions, trainings, transitions if any with the Home Office and Site locations
  • Work on any assigned quality/process improvement projects & provide accurate data based insights


Core Competencies & Accomplishments:


  • Minimum of 2 years experience in the Customer Care Center with at least 1year experience in auditing calls, emails or chats.
  • Must be rated satisfactory or better in all areas of performance and currently not on any policy violation.
  • Must be at a senior associate level or higher
  • Requires the application of special or skill knowledge and/or pertinent techniques to work assignments
  • Requires the ability to work and make decisions independently
  • Requires the ability to communicate effectively (verbally and written)
  • Requires analytical skills with ability to visualize and articulate concepts.
  • Maintains high level of urgency and managing in an environment of immediacy and high visibility.
  • Must be organized, detail oriented, and attentive to follow-through.
  • Requires skilled knowledge and experience in Microsoft Word and Excel.



Enjoy a rewarding career at JCPenney India, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic retailers.

Benefits:
Medical insurance coverage, Accident insurance, Life and Gratuity insurance, Employee assistance program, creche/day care support,adoption assistance program,paid leaves, maternity leave, paternity leave, bereavement leave, adoption leave, compensatory leave,free cab services(door pick up and door drop), Ekin care.

On-site amenities:
Onsite sick/wellness room, office doctor visits, cafeteria services(free lunch),tuck shop, nursing/lactation room,footstools for expecting mothers, gym, innovation lab, recreation room, vibrant co-working spaces and meeting rooms.

Exciting location:
Our office is located in one of India's largest contiguous and most-well known business parks. Spanning 15.2 msf, Embassy Manyata is located in a prominent growth corridor, which connects the international airport to the city centre.

Opportunities for growth and development:
We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement.

Collaborative and supportive culture:
We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.




About JCPenney:


JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from jcp. Com to more than 650 stores in the U. S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and Linked In.


For more opportunities to join our team please visit our careers page.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Quality analyst

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