Quality Analyst
1 week ago
Core responsibilities
- Monitoring and Auditing: Regularly review customer interactions (calls, chats, emails) to assess service quality, accuracy, and compliance with scripts and policies.
- Performance Analysis: Analyze call and performance data to identify trends, patterns, and areas for improvement.
- Agent Feedback and Coaching: Provide one-on-one feedback to agents based on audit findings and deliver targeted coaching to improve performance.
- Reporting: Prepare and present daily, weekly, and monthly reports on quality scores, agent performance, and key findings to management.
- Process Improvement: Work with management and operations to identify and implement process improvements that enhance customer satisfaction and operational efficiency.
- Training: Assist in training new and existing agents, conduct refresher sessions, and help develop training materials.
- Compliance: Ensure all activities comply with internal policies, procedures, and relevant regulatory standards.
- Quality Assurance: Help develop and implement quality assurance policies and strategies.
Key skills and qualifications
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Attention to detail and a commitment to accuracy
- Ability to work under pressure and handle multiple tasks
- Proficiency in data analysis and reporting
- Experience in a BPO or call center environment is often required
- Familiarity with quality assurance principles
Job Type: Full-time
Pay: ₹18, ₹22,000.00 per month
Work Location: In person
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