Quality Analyst

ROLE PURPOSE

Looking for an experienced Quality Analyst to join our dynamic team. The ideal candidate will play a crucial role in ensuring the highest standards of customer service through monitoring and assessing processes and communication channels, providing detail insights and contributing to overall process improvements. The Quality Analyst will collaborate with various departments to enhance the customer experience and meet organizational goals. 

DEPARTMENT: Customer Experience  

Skill Required:

• Call Monitoring : Listen to and evaluate recorded or live customer calls to assess the quality of interactions.

Use predefined criteria to score calls based on established quality standards.

Identify areas of improvement in communication, compliance, and customer service.

• Quality Reporting : Prepare and maintain comprehensive reports on call quality metrics.

Analyze data to identify patterns, trends, and areas for improvement.

Present regular reports to management highlighting key quality indicators.

• Process Improvement : Collaborate with cross-functional teams to identify opportunities for process improvement.

Propose and implement strategies to enhance call quality and process complaince.

Participate in training sessions for call center agents to address quality-related topics.

• Compliance Monitoring : Identify opportunity for adherence to compliance standards, regulations, and company policies.

Highlight instances of non-compliance and work with relevant stakeholders to address issues. 

Requirements :

• Proven experience as a Call Quality Analyst or similar role in a call center environment.

• Strong understanding of call center operations, Process audits , and quality assurance.

• Excellent analytical and problem-solving skills.

• Effective communication skills, both written and verbal.

• Ability to work collaboratively and provide constructive feedback.

• Familiarity with call center technologies and quality monitoring tools 

Preferred Qualifications :

• Bachelor’s degree in a related field.

• Knowledge of industry regulations and compliance standards.

• Experience with call center software and analytics tools.

• Expertise in MS office.