Quality Analyst

The Quality Analyst will monitor and evaluate call quality, analyze service requests, and implement process improvements to ensure high standards of customer service. The role involves auditing calls, providing feedback, and collaborating with operations to maintain compliance and quality benchmarks. BPO experience is mandatory.

Roles and Responsibilities

• Audit calls and perform complete analysis of service requests to ensure quality standards
• Prepare daily dashboards, reports, and data analysis for management review
• Share daily reports and quality scores with the team
• Provide one-on-one feedback to agents based on audits
• Participate in internal and external calibration sessions with Quality and Operations teams
• Analyze service requests and share root cause analysis (RCA)
• Work with Operations to develop process improvement strategies and quality plans
• Monitor CCE adherence to proper telephone e...