Quality Analyst
6 hours ago
We are looking for a QA Analyst to monitor and evaluate call center interactions, ensure service quality and compliance, identify training needs, and support continuous improvement initiatives.
Key Responsibilities- Review calls and interactions to assess agent performance.
- Use QA scorecards to evaluate calls, emails, and chats.
- Provide feedback and coaching to improve performance.
- Analyze data to identify trends and recommend solutions.
- Work with trainers to develop coaching and training programs.
- Ensure compliance with company policies and regulations.
- Prepare reports on quality, performance, and trends.
- Join calibration sessions to maintain scoring consistency.
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication
- Proficiency in QA tools and customer service software
- Attention to detail and organizational skills
- Ability to multitask and manage time effectively
- at least 6 months BPO experience
- Open to Internal Applicants
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
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