Job Summary: The Quality Analyst is responsible for monitoring and evaluating the quality of customer interactions in the call center to ensure adherence to established processes, compliance with regulatory requirements, and achievement of customer satisfaction goals. The role involves analyzing agent performance, identifying areas for improvement, and providing constructive feedback to enhance overall service quality.
- Conduct regular and systematic monitoring of customer interactions, including phone calls, chats, and emails, to assess the quality of service provided by agents.
- Analyze and interpret quality data to identify trends, patterns, and areas for improvement.
- Provide insights and recommendations to management based on performance analysis.
- Collaborate with team leaders to implement coaching and training programs to address performance gaps.
- Collaborate with other departments to identify and implement process improvements that enhance overall service quality and customer satisfaction.
- Assist in the development and delivery of training programs for new and existing agents to ensure a consistent and high level of service quality.
- Ensure that all quality assessments and monitoring activities comply with relevant legal and regulatory requirements.
- Stay informed about industry best practices and recommend updates to quality processes accordingly.
- Bachelor’s degree in a relevant field (Master’s preferred).
- Proven 1+ years of experience as a Quality Analyst in a call center or BPO environment.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal.
- Detail-oriented with a focus on accuracy and data integrity.
- Familiarity with quality assurance processes and methodologies.
- Ability to work independently and collaboratively in a team environment.
- Proficiency in using quality monitoring tools and software.