BPO QA Analyst

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.

KEY RESPONSIBILITIES:

Call Monitoring and Evaluation

• Monitor live or recorded calls to evaluate agent performance against quality standards.
• Assess agent adherence to scripts, protocols, and company policies.
• Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.

Feedback and Coaching

• Provide constructive feedback to agents based on quality assessments.
• Collaborate with team leaders and trainers to address performance gaps and training needs.
• Conduct one-on-one coaching sessions to help agents improve their skills.

Reporting and Analysis

• Prepare detailed reports on quality metrics, trends, and areas of improvement.
• Track agent performance over time and provide actionable insights to management.
• Identify recurring issues and recommend process improvements.

Compliance and Standards

• Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements.
• Monitor for potential risks and escalate compliance concerns promptly.

Continuous Improvement

• Participate in the development of quality guidelines and standards.
• Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency.
• Stay updated on industry best practices and emerging trends in customer support.

PREFERRED QUALIFICATIONS & REQUIRED SKILLS:

• Bachelor’s degree is mandatory.
• 2+ years of experience in quality analyst role in a call center.
• Proficiency in quality monitoring tools and CRM systems.
• Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent.
• Excellent communication and interpersonal skills.
• Strong attention to detail and analytical mindset.
• Ability to provide constructive feedback and motivate team members.
• Time management and multitasking skills.

PERKS OF JOINING:

The Culture: most companies talk about their values, we live them.

• Supportive Culture:

  We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth.

• Work-Life Balance:

  We support a hybrid work model and encourage our employees to create a healthy balance between personal and professional life.

• Rewards and Recognitions:

  Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA.

• Innovative Work:

  Contribute to cutting-edge solutions for e-commerce and SaaS businesses.

The Work: stability of a market leader with the hunger for innovation and growth of a start-up

• Impactful & Broad Role:

  You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions.

• Growth Opportunities:

  Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it.

• Competitive Benefits:

  Access comprehensive insurance for health (incl. parents), life and personal accident.

ABOUT SILVERMINE GROUP:

Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.

Website:

Apply on