Hexaware Technologies
Navi Mumbai, IN · On-site · Full-time
Quality Analyst - International Customer Support Operations
Posted 11 days ago
- Location
- Navi Mumbai, IN
- Work mode
- On-site
- Employment
- Full-time
- Experience
- Mid-level
About the role
Role: The Quality Analyst is responsible for monitoring calls, emails, and chat interactions with customers from the Europe region to ensure adherence to quality standards. The Quality Analyst provides structured and timely feedback to agents through call and case audits, analyzes audit outcomes, and identifies quality trends. The role includes implementing and maintaining Quality Monitoring Standards, tracking case lifecycle progress and follow-ups, and recommending corrective actions to drive…