Quality Analyst

2 weeks ago

Navi Mumbai, India Three Across Full time

Position: Quality Analyst – International BPO

Location: Navi Mumbai

Job Type: Full-time

Job Overview:

We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying areas for improvement, and working closely with the operations team to drive improvements in performance and customer satisfaction.

Key Responsibilities:

Quality Monitoring: Listen to and review inbound and outbound calls, chat, or email interactions to ensure adherence to company standards and protocols.

Performance Evaluation: Evaluate agents based on defined KPIs such as call quality, adherence to script, soft skills, resolution accuracy, and overall service efficiency.

Feedback & Coaching: Provide timely feedback to agents and team leaders to drive continuous improvement in service quality.

Reporting: Generate detailed reports on call quality metrics and provide insights to the operations team for improving performance.

Process Improvement: Collaborate with team leaders and trainers to identify training needs, create action plans for underperforming agents, and refine operational processes.

Customer Satisfaction: Ensure that the quality of service delivered aligns with client expectations and helps to enhance overall customer satisfaction (CSAT).

Compliance: Ensure that all interactions comply with legal and regulatory requirements, including data protection and privacy standards.

Call Calibration: Participate in regular calibration sessions with the client and internal teams to align on scoring and feedback methodologies.

Key Requirements:

Experience: Minimum 1-2 years of experience as a Quality Analyst in an international BPO setup.

Communication Skills: Fluent in English with excellent written and verbal communication abilities. Proficiency in other languages like Spanish or French is a plus.

Analytical Skills: Strong ability to analyze interactions and identify areas for improvement, backed by sound judgment.

Attention to Detail: High level of attention to detail and the ability to document evaluations clearly and concisely.

Technology Skills: Proficient in Microsoft Office, particularly Excel, and familiar with CRM systems and quality monitoring tools (e.g., NICE, Verint).

Preferred Qualifications:

Call Center Expertise: Prior experience in handling quality monitoring for voice support in an international BPO environment.

Knowledge of KPIs: Familiarity with common customer service KPIs such as CSAT, NPS (Net Promoter Score), and AHT (Average Handling Time).

Problem-Solving Skills: Ability to recommend process enhancements based on quality evaluation findings.

Certifications: Certifications in quality management systems (such as Six Sigma) are a plus but not mandatory.

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