Analyst

Job Title: BPO Analyst – Call/Chat/Email Audit Process

Job Summary:

We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency.

Key Responsibilities:

✅ Quality Audits & Compliance:

• Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
• Identify service gaps, communication errors, and training needs to improve overall customer experience.
• Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.

✅ Performance Evaluation:

• Provide constructive feedback to agents and team leads to enhance service quality.
• Identify trends and recurring issues in customer interactions and recommend improvement strategies.

✅ Process Optimization & Training Support:

• Collaborate with team lead to suggest quality and coaching materials.
• Develop and implement best practices for handling customer interactions across voice, chat, and email.
• Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.

Required Skills & Qualifications:

🎯 Education & Experience:

• Bachelor's degree in any field.
• 🎯 Communication & Attention to Detail:
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical thinking abilities.
• Ability to multitask, work in fast-paced environments, and adapt to evolving business needs.

Key Responsibilities:

✅ Quality Audits & Compliance:

• Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines.
• Identify service gaps, communication errors, and training needs to improve overall customer experience.
• Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.