Top Quality Professional
2 days ago
As a Key Performance Analyst, you will play a vital role in ensuring the highest level of customer satisfaction and quality standards are met in our BPO environment.
The ideal candidate will possess strong analytical and problem-solving skills, with the ability to work under pressure and meet deadlines. A Bachelor's degree in any discipline, preferably Business Administration or a related field, is required. Minimum 2-3 years of experience as a Quality Analyst in a BPO or call center environment is essential.
- Responsibilities:
- Monitor and evaluate calls for accuracy and overall quality.
- Provide detailed feedback and actionable insights to agents and supervisors.
- Develop and maintain evaluation criteria for call monitoring.
- Collaborate with the team to identify and implement process improvements.
- Stay updated with industry standards and best practices.
- Requirements:
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Attention to detail and ability to work under pressure.
What We Offer:
- Competitive salary.
- Health insurance and other employee benefits.
- Opportunities for career growth and professional development.
- Collaborative and inclusive work environment.
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