A fast-growing international BPO leader operating across APAC and EMEA, we deliver premium customer experience solutions for global brands in fintech, e-commerce, and telecom. Our quality analysts ensure every customer interaction meets global CX standards—driving operational excellence through real-time feedback, process intelligence, and agent enablement.
Role & Responsibilities
- Monitor, evaluate, and score live and recorded customer interactions against global quality scorecards.
- Deliver actionable, data-driven feedback to agents and trainers to improve service delivery and compliance.
- Identify recurring quality gaps and collaborate with operations to implement corrective actions and training modules.
- Maintain audit logs, KPI dashboards, and monthly quality trend reports for leadership review.
- Support calibration sessions with QA leads and client stakeholders to align scoring consistency.
- Leverage speech and text analytics tools to uncover sentiment trends and emerging CX risks.
- Rapid-track career growth with exposure to global CX clients and multilingual teams.
- Hybrid-friendly policies with onsite collaboration + flexibility during peak cycles.
- Quarterly performance bonuses aligned with team quality targets.