Quality Analyst

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🕒 February 25

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Digitide

WebsiteLinkedInAll Job Openings

10,000+ employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

<Digitide> Digitide is a technology services and products company that blends AI, cloud, data engineering, and managed services to help enterprises modernize operations and improve customer experiences. It offers GenAI and AI-driven platforms (Pulse. ai, Insurance Data Hub, SmartHR, SmartPay), cloud migrations, cybersecurity, digital engineering, low-code applications, and business process services including an AI-powered omnichannel contact center. Digitide serves banking, insurance, healthcare, public sector and large enterprise customers, delivering end-to-end solutions from consulting to managed platforms and analytics.

📋 Description

• Conduct thorough evaluations of CCE performance, including call monitoring, email reviews, and chat assessments. • Provide constructive feedback and coaching to CCEs to enhance their skills and knowledge. • Analyze customer feedback and identify trends to improve customer satisfaction. • Develop and implement quality assurance processes and standards for the department. • Collaborate with the management team to set and achieve quality goals. • Stay updated with industry best practices and implement innovative quality improvement strategies. • Ensure compliance with regulatory and company policies and procedures. • Maintain accurate records and generate reports on quality assurance activities. • Identify training needs and coordinate training sessions for CCEs. • Work closely with other departments to ensure a cohesive and efficient customer care experience.

🎯 Requirements

• Bachelor's degree in Business Administration, Customer Service, or a related field. • Minimum 2 years of experience in a quality assurance or customer service role. • Excellent communication and interpersonal skills, with the ability to provide constructive feedback. • Strong analytical and problem-solving abilities. • Proficiency in using quality assurance tools and software. • Ability to work independently and manage multiple tasks simultaneously. • Excellent organizational and time management skills. • Familiarity with industry regulations and compliance standards. • Experience in a call center environment is preferred. • Willingness to continuously learn and adapt to new technologies and processes.