We are looking for a detail-oriented Quality Analyst to monitor customer interactions, evaluate call quality, ensure process compliance, and help improve overall customer service performance.
Roles & Responsibilities
- Monitor and evaluate customer calls to ensure quality standards are met.
- Assess calls based on predefined quality parameters and process guidelines.
- Identify errors, communication gaps, and areas for improvement.
- Provide constructive feedback and coaching to customer support executives.
- Ensure compliance with company policies, client requirements, and process standards.
- Prepare daily, weekly, and monthly quality reports.
- Identify recurring issues and recommend corrective actions.
- Coordinate with Team Leaders and Operations Managers to improve team performance.
- Conduct quality calibration sessions and feedback discussions.
- Maintain quality scores, audit records, and performance trackers.