Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
  
• Provide feedback on calls to improve agent performance.
  
• Monitor calls for quality analysis and provide recommendations for improvement.
  
• Participate in call calibration sessions to align with team goals.
  
• Identify areas of improvement through call monitoring and suggest solutions.
  

Desired Candidate Profile

• 2-7 years of experience in BPO/Call Centre environment.
  
• Strong understanding of Quality Analysis principles and practices.
  
• Excellent communication skills with ability to provide constructive feedback.
  
• Ability to work independently with minimal supervision.