We are looking for a Quality Analyst for our International Sales Process. The candidate will be responsible for monitoring and improving the quality of customer interactions, ensuring process compliance, identifying performance gaps, and providing actionable feedback to agents and team leaders.
Key Responsibilities:
Monitor and evaluate calls, chats, emails, and tickets.
Conduct quality audits and identify process gaps.
Provide feedback to agents and team leaders.
Prepare quality reports and scorecards.
Track quality trends and agent performance.
Conduct root cause analysis for recurring issues.
Conduct calibration sessions for consistent quality evaluation.
Work with trainers and team leaders on quality-based training.
Provide coaching to agents to improve technical troubleshooting skills.
Required Skills & Qualifications:
Comfortable working in US/night shifts and from office.
Excellent verbal and written communication.
Knowledge of VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters and QA methodologies.
Strong knowledge of IT troubleshooting and technical support processes.