Job Description

Job Title: Analyst

Company: eClerx

Years of Experience: 1–4 Years

Location: Chandigarh

Role Type: Full-Time

Salary: As per market standards

Eligibility: Bachelor’s degree in any discipline

Role Overview

The Analyst – Call/Chat/Email Audit Process is responsible for monitoring, auditing, and evaluating customer interactions across voice, chat, and email channels. The role ensures adherence to quality standards, compliance requirements, and customer service best practices while providing actionable insights to improve agent performance and overall service efficiency.

Key Responsibilities

Quality Audits & Compliance

• Monitor and evaluate call, chat, and email interactions to ensure compliance with company policies, quality benchmarks, and regulatory standards
• Identify communication gaps, service inconsistencies, and training needs to improve customer experience
• Ensure adherence to data security, privacy policies, and compliance guidelines across all customer interactions

Performance Evaluation

• Provide constructive, actionable feedback to agents and team leads to improve service quality
• Analyze trends and recurring issues in customer interactions and recommend corrective actions

Process Optimization & Training Support

• Collaborate with team leads to develop coaching plans and quality improvement initiatives
• Create and update quality guidelines, audit checklists, and best-practice documentation
• Recommend and support process improvements to enhance efficiency, reduce errors, and increase customer satisfaction

Skills and Qualifications

• Bachelor’s degree in any field
• Excellent verbal and written communication skills
• Strong analytical, problem-solving, and observation abilities
• Experience in call quality, chat/email audits, or customer support operations preferred
• Ability to multitask and perform effectively in a fast-paced, dynamic environment
• Strong attention to detail and commitment to quality