Call Quality Analyst

Roles and Responsibilities

• Conduct call audits to identify areas of improvement in customer service quality.
• Monitor calls to ensure compliance with company standards and policies.
• Provide feedback to agents on their performance, highlighting strengths and weaknesses.
• Perform Pareto analysis to analyze data and identify trends in call quality metrics.
• Participate in call calibration sessions to align team members' expectations.

Desired Candidate Profile

• 2-4 years of experience as a Call Quality Analyst or similar role.
• Strong understanding of BPO industry practices and regulations.
• Excellent communication skills for effective collaboration with teams.
• Ability to work independently with minimal supervision.