Quality Analyst
4 weeks ago
Key Responsibilities:
Monitor and assess agent call quality in alignment with compliance and service excellence standards.
Provide detailed feedback to call agents to foster a constructive learning environment.
Conduct regular Coaching sessions based on the analysis of call quality metrics.
Collaborate with the operations and management teams to identify systemic issues and propose improvements.
Prepare and analyze internal reports on agent performance and quality trends.
Participate in client / Internal calibration sessions to ensure a consistent service experience.
Qualifications:
Candidate should possess Bachelor’s degree
Proven minimum two years’ experience as a Quality Analyst or Quality Executive in a International call center environment- Customer Service
Excellent analytical skills and attention to detail.
Strong communication and interpersonal skills.
Proficiency in quality assurance software and CRM systems.
Ability to coach and train individuals and teams.
Adept at handling multiple tasks and meeting deadlines in a fast-paced environment.
Should be open to working the night shift.
What We Offer:
Competitive salary package
Opportunities for professional development and advancement
A supportive and vibrant work culture
Transport provided
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