Quality Assurance Analyst

3 days ago

Bangalore, India Silvermine Group Full time
The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.
Call Monitoring and Evaluation
Monitor live or recorded calls to evaluate agent performance against quality standards.
Assess agent adherence to scripts, protocols, and company policies.
Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.
Feedback and Coaching
Provide constructive feedback to agents based on quality assessments.
Collaborate with team leaders and trainers to address performance gaps and training needs.
Conduct one-on-one coaching sessions to help agents improve their skills.
Reporting and Analysis
Prepare detailed reports on quality metrics, trends, and areas of improvement.
Track agent performance over time and provide actionable insights to management.
Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements.
Monitor for potential risks and escalate compliance concerns promptly.
Participate in the development of quality guidelines and standards.
Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency.
Bachelor’s degree is mandatory.
~2+ years of experience in quality analyst role in a call center.
~ Proficiency in quality monitoring tools and CRM systems.
~ Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent.
~ We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth.
Work-Life Balance: We support a hybrid work model and encourage our employees to create a healthy balance between personal and professional life.
Rewards and Recognitions: Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA.
Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions.
Growth Opportunities: Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.

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