quality analyst

Career Choice Solution

JD for Quality Analyst

Role: Quality Analyst (BPO - Business Process Outsourcing)

Job Description:

Conduct quality assurance evaluations and audits on customer service interactions (such as calls, chats, emails) to ensure adherence to company standards, client requirements, and regulatory guidelines.

Review and assess customer service representatives' performance based on predefined quality metrics, including accuracy, professionalism, adherence to scripts, compliance, and customer satisfaction.

Provide timely and constructive feedback to customer service representatives regarding their performance, highlighting areas of improvement and providing coaching and training as needed.

Develop and maintain quality assurance guidelines, processes, and documentation to ensure consistent and effective evaluation of customer service interactions.

Monitor and analyze quality assurance data, identify trends, patterns, and areas for improvement, and provide actionable insights and recommendations to management.

Collaborate with operations managers, trainers, and other stakeholders to identify training needs and develop training programs to address performance gaps.

Conduct calibration sessions with other quality analysts and stakeholders to ensure consistency in evaluating customer service interactions.

Participate in client meetings to discuss quality performance, address concerns, and provide updates on quality initiatives and improvements.

Stay updated with industry best practices, regulatory requirements, and client-specific guidelines, and ensure compliance in quality assurance processes.

Contribute to continuous improvement initiatives, providing input and suggestions to enhance customer service processes, tools, and training programs.

Requirements:

High school diploma or equivalent (Bachelor's degree preferred).

Previous experience as a Quality Analyst or similar role in a BPO or customer service environment.

Experience : 1 - 5 Years

No. of Openings : 3

Education : Any Bachelor Degree

Role : quality analyst

Industry Type : Manufacturing / Production / Quality

Gender : [ Male / Female ]

Job Country : India