Quality Analyst
Job Summary:
We are looking for a detail-oriented and articulate Quality Analyst to support our international non-voice operations. This role professional will be responsible for evaluating customer interactions (email/chat), improving communication quality, and delivering impactful language and soft skills training. A strong background in complaint resolution, objection handling, and escalation management is essential.
Key Responsibilities:-
- Audit email/chat interactions for quality, accuracy, empathy, and compliance with SOPs.
- Identify gaps related to complaint handling, objection management, and escalation protocols.
- Provide structured and timely feedback to agents to drive improvement.
- Analyze patterns in escalations and complaints to recommend preventive actions.
- Maintain detailed QA reports and trend analyses for weekly/monthly reviews.
- Participate in internal and client calibration sessions to ensure scoring consistency.
- Collaborate with Operations and Training teams to bridge performance gaps.
Communication/objection handling related responsibilities:-
Design and deliver training modules focused on:
- Written communication (grammar, tone, clarity)
- Professional email etiquette
- Empathy and objection handling through written responses
- Complaint and escalation writing management
- Conduct pre- and post-training assessments to gauge learning effectiveness.
- Deliver language and communication training for new hires and existing staff.
- Provide refresher and remedial training based on QA findings and business needs.
- Coach agents struggling with quality scores or communication effectiveness.
Required Skills & Competencies:
- Exceptional written English skills (grammar, structure, tone).
- Experience in handling customer complaints, objections, and escalations.
- Strong auditing and coaching skills, especially in non-voice environments.
- Understanding of quality frameworks (QC tools, (Six Sigma – preferred but not mandatory).
- Proficient in tools like MS Excel, PowerPoint, QA platforms, and LMS systems.
- Ability to analyze data and convert it into actionable insights.
Qualifications:
- Graduate in any discipline.
- 1–2 years of experience in QA international BPOs (non-voice process).
- Prior exposure to complaint management, objection handling, or escalation processes is mandatory.
