BPO Quality Analyst

As a Quality Analyst at our company, your role will involve monitoring and evaluating calls, emails, or chat interactions with customers to ensure quality and compliance standards are met. You will be responsible for providing detailed feedback to agents, identifying trends for process improvement, conducting audits, preparing performance reports, and collaborating with team leaders to implement quality enhancement initiatives. Moreover, you will play a crucial role in training new team members, ensuring customer satisfaction, and supporting agents in enhancing service delivery. Key Responsibilities: - Monitor and evaluate customer interactions for quality and compliance. - Provide detailed feedback to agents based on evaluation results. - Identify trends and areas for improvement in customer service processes. - Conduct regular audits to ensure adherence to company standards. - Prepare reports on performance and quality metrics. - Collaborate with team leaders to implement quality improvement initiatives. - Assist in training new team members on quality standards and best practices. - Support agents in improving service delivery to ensure customer satisfaction. Qualifications: - Fluent in Telugu, Tamil, Kannada, Malayalam, and English. - Prior experience in a BPO or customer service role is preferred. - Strong attention to detail and analytical skills. - Good communication skills. In addition to the job specifics, the company offers benefits such as health insurance, Provident Fund, performance bonuses, yearly bonuses, and a fixed day shift schedule. The work location is in person. If you are interested in this opportunity, please reach out to the employer at +91 9944135804. Thank you.,