Quality Analyst [Voice and Chat]
TCS
1 - 5 years
Pune
Posted: 09/02/2025
Job Description
Job Description
TCS [Pune] hiring for the role of [BPS Quality Analyst – Voice and Chat]
Job Summary:
Role : BPS Quality Analyst – Voice and Chat
Experience: 4 to 8 years
Job Location: Pune
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
===============================
[BPS Quality Analyst – Voice and Chat]
Role Overview:
As a BPS Associate specializing in Voice and Chat, you will be the primary point of contact for customers, providing exceptional service through both voice calls and chat-based interactions. You will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience across multiple channels.
Key Responsibilities:
1 Customer Support (Voice & Chat):
◦ Handle inbound and outbound voice calls and chat interactions with customers, addressing their queries, concerns, and requests in a professional and timely manner.
◦ Daily conducting the quality audit and maintain the defect tracker.
◦ Provide clear and accurate information about products, services, policies, and procedures.
◦ Resolve customer issues effectively by troubleshooting, offering solutions, or escalating when necessary.
2 Issue Resolution:
◦ Actively listen to customers, identify pain points, and provide efficient resolutions to enhance customer satisfaction.
◦ Providing feedback and coaching to the associates for quality improvement.
◦ Document customer interactions, including details of the inquiry, issue, and resolution process, in the CRM system.
3 Service Quality and Adherence:
◦ Maintain high-quality service standards while meeting performance metrics such as response time, customer satisfaction (CSAT), first call resolution (FCR), and adherence to schedules.
◦ Identify quality improvement opportunity in calls and chat. Implement the improvement plan on the ground and enable customer satisfaction.
◦ Ensure compliance with company policies, industry regulations, and confidentiality agreements.
4 Team Collaboration:
◦ Work collaboratively with team members to achieve team goals and ensure to maintain the 100 % quality ◦ Participate in team meetings and contribute ideas for process improvements and customer service enhancement.
5 Continuous Learning & Development:
◦ Stay up-to-date with product and service knowledge to provide accurate and relevant information to customers.
◦ Participate in training sessions and skill enhancement programs to improve performance and efficiency.
• Education: High school diploma or equivalent; college degree is a plus.
• Experience: Prior experience in customer service, BPS, or call center roles (preferred, but not mandatory).
• Communication Skills: Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner.
• Technical Skills: Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems.
• Problem-Solving: Strong troubleshooting skills and ability to handle customer issues effectively and efficiently.
• Multitasking: Ability to handle both voice and chat interactions simultaneously while maintaining quality service.
• Team-Oriented: Ability to work collaboratively with team members in a fast-paced environment.
• Flexibility: Willingness to work in shifts, including weekends and holidays, if necessary.
Preferred Qualifications:
• Prior experience in voice-based or chat-based customer support – Minimum 2 year in International Voice and Quality analyst Experience
• Knowledge of service tools. Knowledge of MS office
• Ability to speak multiple languages (preferred, depending on market requirements).
Working Conditions:
• Full-time position with flexible shifts (may include evenings, weekends, and holidays) – No fixed shift or WO – However it will mostly from 12:30pm IST to 12:30am IST .
===============================
Mandatory Requirements (How to generate your EP ID):
EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.
· Step 1: Visit https://ibegin.tcs.com/iBegin/
· Step 2: Click to login.
· Step 3: Click New user (Register with us).
· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.
· Step 6: You will receive the EP ID on your personal e-mail ID.
Location
Pune
Job Function
BUSINESS PROCESS SERVICES
Role
Executive
Job Id
348506
Desired Skills
Quality Analyst
Desired Candidate Profile
Qualifications : BACHELOR OF ARTS
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).