Analyst

Responsibilities:

• Monitor and evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
• Analyze voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
• Identify and assess customer service representatives performance gaps and areas for improvement based on quality metrics and performance standards.
• Provide constructive and timely feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement.
• Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
• Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
• Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
• Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring ofvoice interactions.
• Stay updated with industry best practices and trends in customer service andvoice processes to continuously improve the quality evaluation process.
• Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.

Requirements:

• Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment.
• Proven experience as a Quality Analyst in a BPO setting, preferably with experience invoice process evaluation.
• Excellent verbal and written communication skills with a keen eye for detail.
• Strong analytical and problem-solving abilities to assessvoice interactions and identify areas for improvement.
• Familiarity with quality monitoring tools andvoice platforms.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
• Knowledge of customer service principles and practices.
• Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
• Flexibility to adapt to changing business needs and work in shifts, if required.