Quality Analyst (BPO)Full-time

Key responsibilities

• Monitor and evaluate: 

  Review customer interactions (calls, chats, emails) to ensure quality and compliance with company standards and scripts. 

• Analyze performance: 

  Track and analyze performance metrics and KPIs to identify trends, issues, and areas for improvement. 

• Provide feedback and coaching: 

  Give actionable feedback to agents to help them improve their performance and adhere to quality standards. 

• Identify and resolve issues: 

  Pinpoint non-compliance issues, agent mistakes, and other problems in customer queries and processes. 

• Collaborate on improvements: 

  Work with managers and training teams to develop and implement quality improvement programs, response guidelines, and training materials. 

• Conduct audits: 

  Routinely perform surprise audits of processes and workflows to ensure consistent quality and compliance. 

• Report on quality: 

  Provide detailed reports and insights to management and clients regarding performance, quality, and improvement initiatives.