Quality Analyst

We are seeking a highly skilled Quality Analyst with at least 1 years of experience in International BPO. The ideal candidate will be responsible for ensuring the quality of all the calls wit h the customers. . The Quality Analyst will work closely with the development team to identify and resolve any issues that may impact the overall quality of the product.

• Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors

• Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.

• Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.

• Will be responsibility to meet Quality related service level monthly

• Randomly monitor calls to ensure Client/TP standards are maintained.

• Also needs to edit the calls.