We are looking for a skilled Quality Analyst to join our team in the BPO/Call Centre industry. The ideal candidate will have 3 to 7 years of experience and a strong background in quality analysis, with excellent communication and problem-solving skills.
Roles and Responsibility
- Monitor and evaluate call quality to ensure high standards of customer service.
- Develop and implement quality control processes to identify areas for improvement.
- Collaborate with team members to provide coaching and feedback on performance.
- Analyze data and trends to identify patterns and areas for improvement.
- Develop reports and metrics to measure quality performance.
- Participate in quality audits and assessments to ensure compliance with industry standards.
Job Requirements
- Minimum 3 years of experience in quality analysis or a related field.
- Strong knowledge of quality control processes and procedures.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced setting and meet deadlines.
- Strong analytical and problem-solving skills.
- Experience working in a BPO/Call Centre environment is preferred.