Quality Analyst

Customer Experience Analyst/Quality Analyst ( International Voice Process)

1. Monitor and audit calls/transactions by Customer Service Representatives based on internal quality assurance and/or external customers to provide an excellent experience.

2. Provide feedback and coaching to the Team members aligned through one to ones, sessions and other coaching techniques.

3. Create and update daily reports on internal errors that arise within the account.

4. Conduct the review and analysis of data or variables that affect the customer experience, establishing areas of opportunity and/or strengths

5. Actively participate in calibrations to ensure alignment between the business

6. Be calibrated on process requirements by being a part of the internal calibration process and by completing monthly requirements of taking calls/chats.

Desired Skills:

1) Bachelor's degree in any field.

2) Proficiency with Google Tools / MS Office applications (i.e. MS Word, Excel, PowerPoint, Google sheets etc.)
3) Excellent verbal and written communication and active listening skills

4) Should have minimum 1 year experience as a Quality analyst in International voice process.