Process Excellence Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
• Evaluate calls based on predefined criteria, providing feedback to agents for improvement.
• Collaborate with team members to identify areas of excellence and implement process improvements.
• Develop and maintain calibration materials, ensuring accuracy and relevance.
• Provide constructive feedback to agents, promoting continuous learning and development.

Desired Candidate Profile

• 2-7 years of experience in a similar role (quality analyst or call auditor).
• Strong understanding of QC tools such as Call Quality, Call Calibration, Call Monitoring, Quality Audit, etc.
• Excellent communication skills with ability to provide clear feedback effectively.