Quality Analyst
JCPenney
Posted
last month
Bengaluru, Karnataka, India
Onsite
INR 0
Mid Level
Full Time
Sema Summary
The Senior Quality Analyst will oversee the quality assurance program within the customer care team at JCPenney. This role involves leading quality projects, monitoring KPIs, and mentoring junior analysts to enhance service delivery.
About Company
JCPenney is a leading retailer in America, focusing on apparel and home furnishings. The company emphasizes inclusivity and quality, aiming to provide a meaningful shopping experience.
Core Requirements
- 5 years of experience in a Customer Care Center
- 2-3 years in a quality assurance role
- Satisfactory performance ratings
- Excellent communication skills
- Expert knowledge in Microsoft Word and Excel
Responsibilities
- Oversee daily operations of the quality assurance team.
- Monitor and report on quality program KPIs.
- Lead quality projects to improve the customer care process.
- Evaluate associates on complex interactions.
- Manage escalations and provide data-driven insights.
- Conduct weekly calibration sessions for quality alignment.
- Mentor junior analysts in quality assurance best practices.
Must Have skills
Job Keywords
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