Call Quality Analyst

You will be responsible for monitoring and evaluating inbound and outbound calls to ensure that company standards of quality, accuracy, and professionalism are maintained. Your role will involve providing feedback, identifying training needs, and supporting continuous improvement in customer interactions. - Listen to and evaluate recorded and live calls for quality, accuracy, and adherence to scripts and compliance guidelines. - Identify areas of improvement in communication, process adherence, and customer handling. - Prepare and share detailed quality reports with team leaders and management. - Provide constructive feedback and coaching suggestions to team members. - Maintain quality audit records and documentation accurately. - Collaborate with the training and operations teams to enhance agent performance. - Develop and update quality monitoring forms and standards as required. - Track performance trends and suggest process or policy improvements. - Ensure compliance with company policies, privacy guidelines, and industry standards. You should possess a Bachelor's degree in any discipline (preferred) and have 1-3 years of experience in a quality monitoring or call auditing role, preferably in a BPO, wellness, or customer service environment. Please note that this is a full-time position located in person. You will be responsible for monitoring and evaluating inbound and outbound calls to ensure that company standards of quality, accuracy, and professionalism are maintained. Your role will involve providing feedback, identifying training needs, and supporting continuous improvement in customer interactions. - Listen to and evaluate recorded and live calls for quality, accuracy, and adherence to scripts and compliance guidelines. - Identify areas of improvement in communication, process adherence, and customer handling. - Prepare and share detailed quality reports with team leaders and management. - Provide constructive feedback and coaching suggestions to team members. - Maintain quality audit records and documentation accurately. - Collaborate with the training and operations teams to enhance agent performance. - Develop and update quality monitoring forms and standards as required. - Track performance trends and suggest process or policy improvements. - Ensure compliance with company policies, privacy guidelines, and industry standards. You should possess a Bachelor's degree in any discipline (preferred) and have 1-3 years of experience in a quality monitoring or call auditing role, preferably in a BPO, wellness, or customer service environment. Please note that this is a full-time position located in person.