BPO Analyst - Audit Process

About the Role

Join eClerx as a BPO Analyst to monitor and audit customer interactions across calls, chats, and emails to ensure quality, compliance, and operational excellence.

Responsibilities

• Monitor and evaluate call, chat, and email interactions
• Ensure compliance with quality standards and company policies
• Identify service gaps and training opportunities
• Provide feedback to agents and team leads
• Analyze recurring customer service issues and trends
• Support process improvements and coaching initiatives
• Help improve customer satisfaction and operational efficiency

Benefits

• Exposure to quality assurance and customer operations
• Opportunity to work in a fast-paced BPO environment
• Learning and growth opportunities in process management