Process Associate
TCS
2 - 10 years
Delhi
Posted: 31/05/2025
Job Description
| Job Description |
| Role/Job Title: Customer Service Quality Analyst |
| Job Description Responsible for all Qualitative Metrics (Quality Scores, Complaince scores & Repeat errors) Weekly/Monthly/Quarterly reviews with management Auditing, Quality monitoring, Calibration for Calls( Inboud/ Outbound, Chat, Emails & Back office activities with good understanding of regulations Provide coaching and mentoring to new and existing team members on an on-going basis. Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks Ensure that the team is adhering to the prescribed quality parameters To actively participate in providing feedback (positive and negative) Conduct team briefings and discussions on a regular basis Need to maintain all the Reports & MIS for the same. |
About Company
Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).