Job Summary:
We are looking for a detail-oriented and analytical Quality Analyst to join our dynamic BPO team. The ideal candidate will be responsible for monitoring and evaluating the quality of inbound and outbound calls, emails, and chats. You will help ensure compliance with company standards and client requirements, and play a key role in enhancing the overall customer experience.
Key Responsibilities:
- Monitor and evaluate customer interactions (calls, chats, emails) for quality assurance and process compliance.
- Identify process gaps, provide constructive feedback, and recommend improvements to agents and team leads.
- Create and maintain quality monitoring reports and dashboards.
- Conduct regular audits and prepare detailed quality analysis reports.
- Collaborate with operations and training teams to improve agent performance and customer satisfaction.
- Participate in call calibration sessions with internal teams and clients.
- Assist in developing quality assurance standards and documentation.
- Track and report key quality metrics (CSAT, FCR, QA scores, etc.).
- Support new process implementation by ensuring quality parameters are clearly defined and adhered to.
- Train and mentor junior QAs or new hires when necessary.
Required Skills and Qualifications:
- Bachelor's degree in any discipline.
- 1 to 7 years of experience as a Quality Analyst in a BPO or contact center environment.
- Strong knowledge of QA tools, auditing techniques, and call evaluation forms.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel and QA software/tools.
- Strong analytical, problem-solving, and interpersonal skills.
- Ability to manage multiple tasks and meet tight deadlines.
- Attention to detail and a commitment to accuracy.
Preferred Qualifications:
- Experience handling international BPO processes (voice/non-voice).
- Certification in Six Sigma or Quality Management is an advantage.
- Familiarity with CRM tools and ticketing systems.
