Quality Analyst

Roles and responsibilities:

• Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors
• Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
• Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.
• Will be responsibility to meet Quality related service level monthly
• Randomly monitor calls to ensure Client/TP standards are maintained.

Key Skill Set:

• Good analytical skills
• Ability to do multi-task
• Ability to work well in and promote a team environment
• People Management skills
• Good communication skills are required

Critical Competencies:

• Customer Service
• Good analytical skills
• Must be very good with data representation
• Must be very good with MS Excel
• Time Management
• Ability to multi-task
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