BPO Quality Analyst

Job Summary:

Key Responsibilities:-

·        Conduct regular and systematic monitoring of customer interactions, including phone calls, chats, and emails, to assess the quality of service provided by agents.

·        Analyze and interpret quality data to identify trends, patterns, and areas for improvement.

·        Provide insights and recommendations to management based on performance analysis.

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·        Ensure that all quality assessments and monitoring activities comply with relevant legal and regulatory requirements.

·        Stay informed about industry best practices and recommend updates to quality processes accordingly.

Qualifications:-

·        Bachelor's degree in a relevant field (Master’s preferred).

·        Proven1+ years of experience as a Quality Analyst in a call center or BPO environment.

·        Strong analytical and problem-solving skills.

·        Excellent communication skills, both written and verbal.

·        Detail-oriented with a focus on accuracy and data integrity.

·        Familiarity with quality assurance processes and methodologies.

·        Ability to work independently and collaboratively in a team environment.

• ·        Proficiency in using quality monitoring tools and software.