Qa Analyst

Roles and Responsibilities

• Conduct call audits to ensure compliance with quality standards and identify areas for improvement.
  
• Monitor calls to assess agent performance, provide feedback, and coach agents on quality issues.
  
• Analyze call recordings to evaluate adherence to process guidelines, product knowledge, and customer service skills.
  
• Collaborate with team members to resolve quality concerns and implement corrective actions.
  
• Develop reports summarizing findings and recommendations for process improvements.
  

Desired Candidate Profile

• 2-7 years of experience in a BPO or call center environment.
  
• Strong understanding of call monitoring, call quality analysis, call audit processes.
  
• Excellent communication skills with ability to provide constructive feedback effectively.
  
• Ability to work independently with minimal supervision while maintaining high levels of accuracy.