- Monitor and evaluate inbound/outbound calls and customer interactions as per quality standards.
- Conduct random quality audits and provide timely, constructive feedback to agents.
- Perform pre-shift and post-shift quality briefings.
Required Candidate profile
- 1–2 years of experience as a Quality Analyst in a BPO or Customer Support environment.
- Valuable coaching, mentoring, and interpersonal skills.
- Strong listening, observation, and attention to detail.