Quality analyst | International

Job highlights

• 1+ years experience as quality analyst in BPO or call center
• Monitor call quality, develop quality control processes, analyze data, provide coaching, and maintain quality reports

Roles and Responsibility

• Monitor and evaluate call quality to ensure high standards of customer service.
• Develop and implement quality control processes to identify areas for improvement.
• Collaborate with team members to provide coaching and feedback on performance.
• Analyze data and trends to identify opportunities for process improvements.
• Develop and maintain reports to track quality metrics and performance.
• Participate in training and development programs to enhance skills and knowledge.

Job Requirements

• Minimum 1years of experience in a quality analyst role, preferably in a BPO or call center setting.
• Excellent communication and interpersonal skills are required to effectively interact with team members and customers.
• Strong analytical and problem-solving skills are needed to analyze data and identify trends.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong attention to detail is essential to maintain accurate records and reports.
• Experience with quality control processes and procedures is preferred.