Quality Analyst
1 day ago
Company Description
Nextus Global Services is a leading BPO provider that specializes in delivering B2B and B2C solutions. We enhance operational efficiency through tailored services such as data management and customer support for businesses. For consumers, we provide exceptional multichannel experiences that foster brand loyalty. By combining advanced technology with a customer-centric approach, we ensure quality service and valuable insights.
Role Description
This is a full-time on-site role for a Quality Analyst located in the Mumbai Metropolitan Region. The Quality Analyst will be responsible for monitoring and evaluating call center performance, ensuring adherence to quality standards, preparing quality reports, and providing constructive feedback to agents. The role involves analyzing data to identify trends and areas for improvement, as well as collaborating with management to implement quality improvements.
Qualifications
- Proficiency in Quality Assurance, Quality Control, and Quality Management
- Strong Analytical Skills to evaluate call center performance
- Excellent Communication skills for providing feedback and interacting with agents and management
- Detail-oriented with the ability to identify trends and areas for improvement
- Ability to work independently and as part of a team
- Bachelor's degree in a relevant field is preferred
- Previous experience in a call center environment is a plus
- Familiarity with call center software and CRM tools is beneficial
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