
Improving Service Delivery
4 days ago
Job Overview:
The role of Quality Analyst is a vital component in ensuring the delivery of exceptional service quality. This position involves evaluating and improving customer experience by identifying areas for improvement and implementing effective solutions.
Key Responsibilities:
- Call Monitoring: Regularly monitor inbound and outbound calls to assess communication quality with customers.
- Agent Development: Provide constructive feedback and coaching to agents to enhance their performance and improve customer satisfaction.
- Process Enhancement: Identify process gaps, deviations, and customer handling issues, and develop actionable recommendations for leadership.
- Quality Metrics: Create and maintain comprehensive quality reports, dashboards, and analysis to inform strategic decisions.
- Customer Satisfaction: Support initiatives to drive customer satisfaction through data-driven insights and recommendations.
Requirements:
- Education: A graduate degree in any field is required.
- Experience: Minimum 1-3 years of experience as a quality analyst in an international voice process is essential.
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