Monitor and evaluate agent interactions to ensure quality standards, identify areas of improvement, and drive service excellence.
Key Responsibilities
Audit calls, chats, and emails for quality compliance
Provide detailed feedback and coaching to agents
Prepare quality reports and share insights with management
Identify trends and recommend process improvements
Maintain and update quality scorecards
Requirements
Experience in BPO quality assurance
Solid analytical and observation skills
Excellent written and verbal communication
Proficiency in Excel and reporting tools
Attention to detail and objective judgment