
Quality Analyst
18 hours ago
What you'll be doing
- Conducting regular quality assurance audits on customer interactions to identify areas for improvement
- Providing detailed feedback and coaching to contact center agents to help them enhance their performance
- Identifying training needs and collaborating with the Learning & Development team to design and deliver upskilling programs
- Monitoring key quality metrics and KPIs, and recommending data-driven strategies to drive continuous improvement
- Documenting processes and best practices to support operational efficiency and consistency
- Collaborating cross-functionally to address customer experience issues and implement solutions
What we're looking for
- Proven experience as a Quality Analyst or similar customer service QA role
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed recommendations
- Excellent communication and interpersonal skills, with the ability to provide constructive feedback
- Experience in learning and development, with the skills to design and deliver effective training programs
- Comprehensive knowledge of call center operations and quality assurance best practices
- A keen eye for detail and a commitment to driving continuous improvement
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