Quality Analyst
3 weeks ago
We are seeking a detail-oriented and experiencedQuality Analystto evaluate and ensure the delivery of high-quality customer service in our international voice contact center. The ideal candidate will monitor calls, identify process gaps, and collaborate with stakeholders to drive continuous service improvement.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls for quality, compliance, and customer service standards.
- Identify coaching needs and provide actionable feedback to agents for performance improvement.
- Conduct root cause analysis on quality issues and recommend process enhancements.
- Collaborate with Team Leads and Trainers to address quality gaps through targeted coaching and training.
- Maintain detailed quality reports and dashboards for regular performance tracking.
- Design quality assurance processes and audit frameworks to ensure compliance with client requirements.
- Participate in calibration sessions to align on scoring methods and maintain consistency.
- Support continuous improvement initiatives across customer service processes.
- Stay updated on product/process knowledge and quality standards.
Qualifications:
- Bachelor's degree (mandatory).
- 5+ years of experience in a contact center environment.
- At least 3-4 years of experience in a Quality Analyst or QA-related role, preferably in an international voice process.
- Strong analytical, listening, and communication skills.
- Proficient in quality monitoring tools and CRM systems.
- Willingness to work night shifts and rotational weekly off
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