Quality Analyst

Overview

We are seeking a Quality Analyst specializing in BPO operations to assess customer interactions and uphold quality benchmarks. This role entails collaborating with operations and training teams to spot performance gaps and foster continuous enhancement of processes.

Key Responsibilities

• Evaluate customer interactions across calls, chats, and emails according to predefined quality standards.
• Conduct systematic quality audits and deliver precise feedback to stakeholders.
• Identify deviations in procedural compliance and processes.
• Compile and present detailed quality assessments daily, weekly, and monthly.
• Provide constructive feedback to agents and team leaders to improve performance.
• Detect frequent mistakes and propose actionable remedies.
• Organize calibration meetings with Operations and Training departments to align quality standards.
• Ensure strict adherence to company policies, standard operating procedures, and client mandates.
• Champion process improvements to maintain established quality criteria.
• Monitor quality metrics and communicate performance gaps to management.

Qualifications and Skills

• A graduate degree in any field.
• Preferably 1 to 3 years of experience in quality analysis within BPO environments.
• Effective communication and strong analytical abilities.
• Proficient in MS Excel and generating comprehensive reports.
• Exceptional attention to detail and accuracy.
• Capability to meet targets and work within deadlines.
• Flexibility to work rotational shifts as needed.