Quality Analyst

Job Summary:

The Quality Analyst is responsible for ensuring the quality of customer interactions and processes in the BPO. This role involves monitoring and evaluating calls, providing feedback to improve performance, and implementing quality improvement initiatives.

Key Responsibilities:

1. Call Monitoring:

• Listen to and review calls for accuracy, adherence to scripts, and overall quality.
• Identify areas for improvement and ensure compliance with company policies and standards.

1. Quality Evaluation:

• Develop and maintain evaluation criteria for call monitoring.
• Provide detailed feedback and actionable insights to agents and supervisors.

1. Reporting:

• Generate and analyze reports on call quality and agent performance.
• Present findings to management and suggest strategies for improvement.

1. Training and Development:

• Assist in the development and delivery of training programs to enhance agent skills.
• Conduct regular coaching sessions to address performance gaps.

1. Process Improvement:

• Collaborate with the team to identify and implement process improvements.
• Monitor the effectiveness of changes and make recommendations for further enhancements.

1. Compliance:

• Ensure adherence to regulatory requirements and internal policies.
• Stay updated with industry standards and best practices.

1. Customer Satisfaction:

• Monitor customer feedback and work towards improving the overall customer experience.
• Handle escalated customer complaints and resolve issues promptly.

Qualifications:

• Education:

  Bachelor's degree in any discipline (preferred in Business Administration or related field).

• Experience:

  Minimum of 2-3 years of experience as a Quality Analyst in a BPO or call center environment.

• Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Attention to detail and ability to work under pressure.

Additional Requirements:

• Certifications:

  Any relevant quality assurance certifications (e.g., Six Sigma, COPC).

• Language Proficiency:

  Fluent in English; proficiency in additional languages is a plus.

• Work Hours:

  Mon-Sat ( 9:30 am-6 Pm )

Benefits:

• Competitive salary
• Health insurance and other employee benefits.
• Opportunities for career growth and professional development.
• Collaborative and inclusive work environment.