Quality Analyst

Roles and Responsibilities

• Conduct quality audits to identify areas of improvement in processes and procedures.
  
• Provide feedback on quality performance metrics to stakeholders, including management and team members.
  
• Analyze data from call audits to determine compliance with company standards.
  
• Identify trends and patterns in customer interactions using quality analysis tools.
  
• Collaborate with teams to implement corrective actions based on audit findings.
  

Desired Candidate Profile

• 1-3 years of experience in a similar role or industry (BPO/Call Centre).
  
• Strong understanding of Quality Analysis principles and practices.
  
• Excellent communication skills for providing constructive feedback to stakeholders.