Analyst

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

Job Summary:

We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process . The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service . The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency.

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:

• Communication & Attention to Detail:
• 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