Quality Analyst

Key Responsibilities:

Monitor calls, chats, and emails to assess agent performance.

Provide constructive feedback and coaching.

Develop and implement evaluation programs for agents.

Analyze training data and maintain feedback records.

Conduct weekly calibrations and daily/weekly huddles.

Collaborate with Team Leads to drive process improvements.

Ideal Candidate:

Strong verbal and written communication skills.

Team player with problem-solving abilities.

Proficiency in MS Office and Google Suite.

Analytical skills to interpret and communicate data effectively.

Mandatory Requirements:

Minimum 2 years of customer service experience, including 1 year as a Quality Analyst.

Graduation in any stream.

Experience in an International BPO is mandatory.