Quality Analyst | US Process - Voice

Roles and Responsibilities :

• Conduct call audits to ensure compliance with quality standards and identify areas for improvement.
• Monitor calls to assess agent performance, provide feedback, and coach agents on quality issues.
• Collaborate with team leaders to develop training programs and implement corrective actions for non-compliant agents.
• Analyze data from call recordings using tools like 7QC, Pareto analysis, etc. to measure call quality.

Job Requirements :

• 1-5 years of experience in BPO/Call Centre industry as a Quality Assurance Analyst or similar role.
• Strong knowledge of QC tools such as Call Audit, Call Calibration, Call Monitoring software.
• Excellent communication skills with ability to work effectively with cross-functional teams.