Quality Analyst - Voice

Key Responsibilities:

• Monitor inbound and outbound voice interactions to evaluate the quality and accuracy of customer service.
• Evaluate agents' performance based on established quality guidelines and customer service standards.
• Provide feedback and coaching to agents to help them improve their performance.
• Prepare and analyze quality reports and identify trends, issues, or areas of improvement.
• Ensure that all calls comply with company policies, procedures, and industry regulations.
• Work closely with the training team to recommend areas for agent skill development.
• Collaborate with the management team to design and implement quality standards and best practices.
• Assist with the creation and updating of quality assurance guidelines and documentation.
• Conduct periodic audits and assessments of the voice-based customer service process.
• Use quality management tools and software to track and measure agent performance.