Job Description

Job Title: Quality Senior Analyst - Chat/Voice Process

Job Summary: We are seeking a skilled and detail-oriented BPO Quality Senior Analyst for our Chat/Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Senior Analyst, you will be responsible for monitoring and assessing the quality of Chat/Voice interactions between our customer service representatives and customers. Your primary focus will be to analyze Chat/Voice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.

Responsibilities:

  • Monitor and evaluate Chat/Voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
  • Analyze Chat/Voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
  • Identify and assess customer ser...

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