Analyst

Job Title: BPO Analyst Call/Chat/Email Audit Process

Job Summary:

BPO Analyst

Key Responsibilities:

Quality Audits & Compliance:

• Monitor and assess

  call/chat/email interactions

  to ensure adherence to company policies, compliance standards, and quality guidelines.
• Identify

  service gaps, communication errors, and training needs

  to improve overall customer experience.
• Ensure agents follow

  data security, privacy policies, and regulatory guidelines

  in all customer interactions.

Performance Evaluation:

• Provide

  constructive feedback

  to agents and team leads to enhance service quality.
• Identify

  trends and recurring issues

  in customer interactions and recommend improvement strategies.

Process Optimization & Training Support:

• Collaborate with

  team lead

  to suggest quality and coaching materials.
• Develop and implement

  best practices

  for handling customer interactions across voice, chat, and email.
• Work on

  process enhancements

  to improve efficiency, reduce errors, and enhance customer satisfaction.

Required Skills & Qualifications:

Education & Experience:

• Bachelor's degree in any field.
• Excellent

  verbal and written communication

  skills.
• Strong

  problem-solving and analytical thinking abilities

  .
• Ability to multitask, work in

  fast-paced environments

  , and adapt to evolving business needs.

Communication & Attention to Detail: