Quality Analyst

PURPOSE OF THE POSITION

We are looking for a detail-oriented Quality Analyst to join our team. The ideal candidate will have strong analytical and communication skills, with the ability to evaluate customer interactions, identify performance gaps, and ensure adherence to quality standards and company policies. This role involves monitoring calls and emails, conducting audits and calibrations, and providing actionable feedback to improve customer experience and team performance in a fast-paced environment.

KEY ACCOUNTABLIITIES

• The QA will monitor inbound and outbound call and emails responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

• Conduct mock calls to associate and check their work on-call and ask some product related questions and analyse them.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center team leaders and managers.

• Prepares and analyses internal and external quality reports for management staff review.

YOUR SKILLS AND EXPERIENCE

• Must have good English listening skills, excellent verbal, written, and interpersonal communication skills.

• Must have Basic Computer knowledge and be proficient with MS Office (intermediate Word, basic excel).

• Must be comfortable with early morning shifts. Solid time management skills.

• Minimum higher secondary education required, bachelor's degree a plus.

• Coordinate and report to the management.

• Outstanding customer service skills and dedication to providing exceptional customer care.

• Exceptional listening and analytical skills, creative ability, and writing proficiency.

• Focus on quality and customer service. Develop and maintain Quality assurance procedures and documentation.

• Must adapt well to change and successfully set and adjust priorities as needed

• Must be a self-motivator and self-starter.

• Ability to multitask and successfully operate in a fast-paced, team environment.