Quality Analyst

ABOUT THE ROLE:

The QA Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with quality standards. This role plays a crucial part in maintaining the high-quality service we deliver to our customers. The role may also involve more advanced evaluation techniques, such as identifying trends and patterns.

KEY RESPONSIBILITIES

• Monitor and evaluate customer interactions, such as calls, emails, chats, or other communication channels.
• Ensure compliance with quality standards and adherence to processes.
• Provide constructive feedback to agents based on evaluation findings.
• Document and report on evaluation results.
• Participate in calibration sessions to align evaluation criteria.
• Collaborate with team members and supervisors to improve agent performance.
• Collaborate with QA/OPS leadership on performance improvement and management.
• Contribute to the development of quality guidelines and training materials.
• May handle accounts or lines of business that require additional technical aptitude.

SKILLS AND QUALIFICATIONS

Educational background required / desired:

• High school diploma or equivalent/Bachelor's degree.

Years of experience required / desired:

• Minimum of 6 months of experience in a customer service or QA-related role/1-2 years of experience.

Communications skills (English Proficiency) required / desired:

• Excellent (at least 9/10) *

MS Office applications proficiency required / desired:

• Excellent (at least 9/10) * Proficiency in Microsoft
• Office Suite, especially Excel.

Other qualifications:

• Strong attention to detail and analytical skills.
• Effective communication skills, both written and verbal.