Call Quality Analyst

Roles and Responsibilities :

• Conduct call audits to ensure compliance with quality standards and regulations.
• Analyze calls to identify areas of improvement and provide recommendations for process enhancements.
• Collaborate with team members to implement changes and monitor progress towards achieving CSAT targets.
• Develop and maintain documentation of audit findings, reports, and action plans.

Job Requirements :

• 2-8 years of experience in a similar role within the BPO/Call Centre industry.
• Strong understanding of calling processes, including RCA (Root Cause Analysis) principles and ACPT.
• Excellent analytical skills with ability to interpret data and create actionable insights.
• Ability to work independently with minimal supervision while prioritizing tasks effectively.