MNC hiring Quality Analyst /Process Trainers/SME For International BPO

Roles & Responsibilities

• Monitor and evaluate customer interactions to ensure quality standards are met.
• Conduct call calibrations with internal teams and clients.
• Provide feedback to agents and recommend improvement actions.
• Prepare quality reports and highlight trends or performance gaps.
• Ensure adherence to process guidelines, SOPs, and quality metrics.
• Work closely with operations to enhance service delivery and customer experience.