Senior - Quality Analyst

SIRUS XM RADIO INC.

Bangalore, India
On-site
Crm entries, telephone, email, chat interactions, customer surveys
Monitoring, coaching, and feedback delivery
Develop programs to improve quality and customer satisfaction
Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy

Job Summary

  • Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy.
  • Review and audit CRM entries, telephone / email / chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
  • We are a people-first organization with policies and processes that help you bring the best version of yourself into work.

Matching Summary

Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy.

Skills & Requirements

Must-have

  • CRM entries, telephone, email, chat interactions, customer surveys
  • monitoring, coaching, and feedback delivery
  • develop programs to improve quality and customer satisfaction
  • Implement and monitor preventative and corrective actions
  • Provide structured and timely feedback
  • Implementation and effective usage of QC Tools
  • Monitor and devise plans to improve CSAT/NPS
  • Conduct root cause analysis insights
  • Drive operational excellence & process change management
  • Partner with learning, operations, and clients
  • Analyze and report service quality trends
  • Participate in calibration sessions
  • Assist in defining audit framework
  • Develop and implement best practices and key metrics
  • Continuous improvement initiatives
  • Data-driven decision making
  • Agent coaching, feedback & development
  • New hire readiness assessment

Nice-to-have

  • world's largest professional network on the internet
  • cultivating career advancements for our people
  • award-winning workplace culture
  • influence product enhancements

Key Requirements

  • 3+ years of professional experience
  • 2+ years of work experience as Quality Coach / Analyst
  • Lean / Six Sigma Green Belt certified
  • Proven ability to work in a fast-paced dynamic environment
  • Proven ability to navigate changes
  • Experience in sales, account management, customer success, marketing, or consulting

Work Rights

Not specified

Tailored Resume

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