We are looking for a Quality Analyst for an International Sales/Customer Service process. The candidate will be responsible for monitoring and evaluating agent interactions, ensuring quality standards, identifying process gaps, and providing actionable feedback to improve overall service quality.
Roles & Responsibilities
- Monitor and evaluate customer interactions including calls, chats, emails, and tickets.
- Ensure adherence to technical and service quality standards.
- Identify areas for improvement in troubleshooting, product knowledge, and communication.
- Provide detailed feedback to agents and Team Leaders.
- Prepare reports on quality trends, agent performance, and process gaps.
- Share data-driven insights with management.
- Assist in root cause analysis for recurring technical issues and customer dissatisfaction.
- Develop and maintain quality scorecards and reports.
- Coordinate with Trainers and Team Leaders to identify training requirements.
- Conduct quality calibration sessions for consistent evaluation.
- Provide coaching to agents to improve technical troubleshooting and overall performance.
Required Skills & Qualifications
- Comfortable working in night shifts and from office.
- Excellent verbal and written communication skills.
- Good knowledge of VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and QA methodologies.
- Strong understanding of IT troubleshooting, technical support processes, and service management frameworks.
- Candidates with International BPO experience will be preferred.