Quality Assurance Analyst I-International
1 week ago
We are looking for a skilled Quality Assurance Analyst I to join our team in the International sector. The ideal candidate will have 3 to 7 years of experience in quality assurance, preferably in a BPO or call centre environment.
Roles and Responsibility
- Monitor and evaluate agent performance to ensure high-quality customer service.
- Develop and implement effective quality control processes to identify areas for improvement.
- Collaborate with team members to resolve customer complaints and concerns.
- Analyze data and trends to identify process improvements and optimize quality metrics.
- Develop and maintain quality standards and procedures to ensure consistency across teams.
- Provide coaching and feedback to agents to enhance their performance and skills.
Job Requirements
- Minimum 3 years of experience in quality assurance, preferably in a BPO or call centre environment.
- Strong knowledge of quality control processes and principles.
- Excellent analytical and problem-solving skills with attention to detail.
- Ability to work effectively in a team environment and communicate complex ideas clearly.
- Strong understanding of customer service principles and practices.
- Experience with quality management tools and software is an asset.
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