Designation: Quality Analyst (International BPO -Sales process)
Job brief: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.
Roles and responsibilities:
- Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.
- Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.
- Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.
- Generate reports on quality trends, agent performance, and process gaps.
- Present data-driven insights to management to enhance overall service quality.
- Assist in root cause analysis for recurring technical issues and customer dissatisfaction.
- Develop and maintain quality scorecards and reports. Work closely with trainers and team leaders to design training programs based on quality audits.
- Conduct quality calibration sessions to ensure uniform evaluation across teams. Provide coaching sessions to agents to enhance technical troubleshooting skills.
Required Skills: Candidates must be comfortable working in the night shift and working from office. Your dinner is on Us.
Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.
Solid knowledge of IT troubleshooting, technical support processes, and service management frameworks
Candidates only international BPO backgrounds shall be interviewed.