Quality Analyst BPO

As a Quality Assurance (QA) Specialist in the call center industry, your primary responsibility will be to monitor and evaluate inbound and outbound calls and emails to assess the performance of customer service representatives. You will be analyzing their demeanor, technical accuracy, adherence to company policies, and overall customer service performance. Your role will involve providing detailed feedback to agents based on call evaluations, focusing on both their strengths and areas for improvement. Additionally, you will conduct root cause analysis to identify and resolve quality issues, while also making recommendations for process improvements to enhance overall performance. Tracking and analyzing data on quality metrics such as call handling time, resolution rates, and customer satisfaction will be a key aspect of your job. This will help you identify trends and opportunities for training and development programs to further enhance the skills of the customer service representatives. You will also be required to participate in calibration sessions with supervisors and managers to ensure consistency and accuracy in evaluations. Developing and maintaining comprehensive QA documentation, including evaluation forms, guidelines, and criteria, will be essential to create a structured approach towards quality assurance. Moreover, your role will involve assisting in the development and implementation of quality assurance initiatives and training programs. Staying updated on industry best practices and standards related to call center operations and customer service will be crucial to ensure that the company's practices align with industry standards. This is a full-time, permanent position based in Kochi, Kerala. The ideal candidate should have a Bachelor's degree and at least 2 years of experience in QA within a call center environment. The ability to commute or relocate to Kochi, Kerala, is preferred. If you are passionate about ensuring high-quality customer service and are dedicated to continuous improvement, we encourage you to apply for this role. Please indicate your expected salary when submitting your application.,