Quality Analyst

Key Responsibilities:

1. Call Monitoring and Evaluation:
• Review and assess a sample of calls, emails, chats, or other customer interactions handled by agents.
• Provide detailed feedback on agent performance, identifying strengths and areas for improvement.
• Evaluate adherence to scripts, process flows, and customer service standards.
2. Performance Reporting:
• Prepare and maintain regular reports on the quality of customer interactions, including compliance, customer satisfaction, and other KPIs (Key Performance Indicators).
• Analyze performance trends and provide actionable insights to the team and management.
3. Training and Coaching:
• Assist in training new agents and providing ongoing coaching to existing agents.
• Develop and deliver feedback sessions, providing constructive criticism to improve agent performance.
4. Process Improvement:
• Work closely with the operations team to identify and implement process improvements based on the findings from call audits and customer feedback.
• Recommend changes to improve productivity, efficiency, and the customer experience.
5. Quality Assurance Standards:
• Ensure compliance with internal and external quality standards and regulations.
• Update and review quality criteria, guidelines, and best practices as needed.
6. Customer Feedback Analysis:
• Monitor customer satisfaction levels and analyze customer feedback (e.g., surveys, complaints) to identify recurring issues and ensure service quality.
7. Collaboration and Communication:
• Work with team leaders, managers, and HR to provide insights on performance and support individual growth.
• Participate in meetings to discuss performance trends and recommend strategies for improvement.

Required Skills and Qualifications:

• Experience: At least 1-2 years of experience in a BPO environment, preferably in a quality assurance or customer service role.
• Knowledge: Strong understanding of BPO operations, customer service standards, and quality management processes.
• Communication: Excellent verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback.
• Analytical Skills: Ability to analyze performance data and identify patterns, trends, and areas for improvement.
• Attention to Detail: High level of attention to detail to ensure accuracy in evaluations and reports.
• Problem-Solving: Ability to address performance issues proactively and collaboratively with agents and management.
• Tools: Familiarity with QA monitoring tools, customer service platforms, and CRM systems .