Chandru V

Quality Analyst – BPO (Chat Process)

• Monitored and evaluated customer chat interactions to ensure compliance with quality standards, client guidelines, and company policies.
• Assessed chat conversations for accuracy, professionalism, grammar, empathy, resolution quality, and adherence to process.
• Provided constructive feedback and one-on-one coaching to agents to improve quality scores and overall performance.
• Conducted calibration sessions with operations and training teams, ensuring consistency in quality evaluations.
• Identified recurring quality gaps and recommended process improvements, enhancing customer experience.
• Performed root cause analysis on quality issues and collaborated with stakeholders to implement corrective actions.
• Ensured compliance with SLAs, KPIs, and client-specific quality requirements.
• Worked closely with Operations, Training, and Team Leaders to drive continuous improvement initiatives.
• Recognized high-performing agents and contributed to quality improvement programs that increased customer satisfaction and First Contact Resolution (FCR).

• Assisted customers with inquiries through live chat support.
• Provided technical assistance to customers through online chat or telephone support.
• Maintained knowledge of company policies and services for effective assistance.
• Documented customer interactions accurately in support systems.
• Monitored chat queues for incoming requests from customers requiring assistance.
• Achieved high levels of customer satisfaction through effective communication strategies.
• Developed an understanding of customer needs by actively listening during conversations.
• Partnered with team members to enhance response times and overall service quality.
• Provided product information and troubleshooting guidance to users.
• Suggested alternative solutions when unable to resolve the issue at hand.
• Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
• Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
• Promoted available products and services to customers during service, account management and order calls.
• Increased customer retention by presenting discount options to clients.
• Acquired expertise in Voice & Non-Voice SBI processes over two years.