Responsibilities:
Monitor and evaluate customer calls and interactions based on quality standards.
Conduct quality audits and provide feedback to agents.
Identify performance gaps and suggest improvement plans.
Prepare quality reports and track key performance metrics.
Conduct calibration sessions and support process improvement initiatives.
Work with Operations and Training teams to improve overall service quality.
Requirements:
2–5 years of experience as a BPO Quality Analyst.
Positive communication and analytical skills.
Knowledge of quality parameters, audits, and BPO processes.
Experience in handling quality reports and performance metrics.