Call Quality Analyst - Customer Experience

Royal Brothers is looking for a detail-oriented and experienced Quality Analyst to join the customer experience department. As a Quality Analyst, you will play a critical role in ensuring exceptional customer service quality across all communication channels and driving continuous improvement in customer experience. Your responsibilities will include conducting audits of customer communication channels such as voice calls, live chat interactions, and email correspondence. You will evaluate customer interactions against quality parameters and service standards, monitor adherence to company policies and compliance requirements, and maintain detailed audit records. Additionally, you will analyze quality metrics, identify trends, and provide constructive feedback to associates to enhance their performance. You will also develop coaching strategies, collaborate with team leads and managers, and contribute to process improvement initiatives. To be successful in this role, you should have a minimum of 2 years of experience as a Quality Analyst in a customer service or contact center environment. You must possess strong analytical and problem-solving abilities with keen attention to detail. Excellent written and verbal communication skills are essential, along with proficiency in Microsoft Office Suite and experience with quality monitoring tools. Core competencies for this role include strong interpersonal skills, ability to work collaboratively, handling sensitive feedback professionally, self-motivation, excellent time management, and commitment to maintaining confidentiality and professional standards. This is a full-time, permanent position with benefits such as health insurance and provident fund. The work schedule includes day and morning shifts, and there is a performance bonus opportunity. The work location is in person.,