Quality Analyst

Role & responsibilities

• Ensure that calls and emails follow organizational standards, policies, and procedures
• Customer Satisfaction Monitoring
• Adherence to Compliance Standard
• Monitor metrics such as first-call resolution (FCR), average handle time (AHT), and email response times.
• Maintain accurate and timely records of audits, evaluations, and feedback
• Provide constructive feedback to agents to improve performance
• Address and discuss issues and proposed solutions with superiors.
• Document quality assurance activities and create audit reports.
• Make recommendations for improvement.
• Create training materials and operating manuals( if required)