Quality Analyst

About the Role

As a Quality Analyst, you will ensure exceptional performance across all quality metrics by conducting thorough call audits and evaluations within a BPO environment. Your duties include monitoring both inbound and outbound calls, providing one-on-one constructive feedback to agents, and collaborating on quality control measures tailored to customer needs.

Key Responsibilities

• Deliver high standards on all quality indicators effectively.
• Conduct comprehensive call audits and evaluate agent performance.
• Provide personalized feedback sessions to agents aimed at performance improvement.
• Understand and interpret client requirements to develop and implement quality control processes.
• Monitor all associate interactions including inbound and outbound calls.
• Analyze data and generate detailed reports and dashboards.
• Create and execute Training Needs Analysis (TNA) to ensure complete resolution.
• Facilitate new team members in reducing their learning curve by enhancing their product and process knowledge.
• Lead internal call listening and calibration meetings.
• Maintain and continuously improve outstanding KPI results.

Candidate Profile

• Availability to work night shifts exclusively.
• Experience in a Quality Analyst role within an international BPO setup.
• 6 months to 5 years of relevant quality assurance experience.
• Strong communication skills are essential.

Perks and Benefits

• Five-day workweek schedule.
• Earn 1.5 days of paid leave post-probation.