Quality Analyst

• 13 years of experience as a Quality Analyst in a BPO environment
• Strong knowledge of call audits, quality parameters, and root cause analysis
• Excellent communication and analytical skills
• Experience with quality monitoring tools and reporting
• Ability to coach and drive performance improvements
• Must have experience in lead generation process

Your Responsibilities

• Conduct call audits and evaluate agent performance
• Identify process gaps and recommend improvement plans
• Share actionable feedback with agents and supervisors
• Prepare quality reports and dashboards for leadership
• Collaborate with operations and training teams for continuous improvement