Quality Analyst to monitor and evaluate customer interactions, ensuring that service quality, company standards, and client requirements are consistently met.
Key Responsibilities:
- Monitor and evaluate customer interactions through calls, chats, and/or emails based on established quality standards.
- Conduct quality audits and provide accurate, timely feedback to agents and operations teams.
- Identify trends, recurring issues, and opportunities for process and performance improvement.
- Prepare and maintain quality reports, scorecards, and performance documentation.
- Work closely with Team Leaders and Operations Managers to address quality gaps and improve customer experience.
- Participate in calibration sessions to ensure consistent and accurate quality evaluations.
- Provide coaching recommendations based on quality findings and performance trends.
- Ensure compliance with company policies, client requirements,
and standard operating procedures.
- Escalate critical quality issues and recurring customer-impacting concerns to the appropriate teams.
Qualifications:
- At least
1 year of experience as a Quality Analyst in a BPO/call center environment
.
- Strong understanding of quality assurance processes and customer service standards.
- Excellent analytical and problem-solving skills.
- Strong attention to detail and ability to identify performance gaps.
- Good written and verbal communication skills.
- Proficient in Microsoft Office and Google Workspace.
- Ability to work independently and meet deadlines in a fast-paced environment.
- Willingness to work on shifting schedules, including weekends and holidays, if required.