Role & responsibilities
- Monitor and audit international customer support and sales calls.
- Evaluate calls based on predefined quality parameters and compliance guidelines.
- Prepare daily, weekly, and monthly quality reports.
- Provide constructive feedback and coaching recommendations to agents.
- Identify performance gaps and suggest process improvements.
- Maintain quality scorecards and ensure accurate documentation.
- Work closely with Team Leaders and Operations to improve overall service quality.
- Ensure adherence to company policies, client requirements, and communication standards.
- Participate in calibration sessions and quality meetings.
Required Skills
- 1-2 years of experience as a Quality Analyst in an International BPO.
- Robust understanding of call auditing and quality monitoring processes.
- Excellent verbal and written English communication skills.
- Good listening, analytical, and documentation skills.
- Proficiency in MS Excel and MS Office.
- Ability to work independently in a fast-paced environment.
- Attention to detail with a customer-focused mindset.
Why Join Us?
- Professional work environment.
- Career growth opportunities.
- Performance-driven culture.