Call Quality Analyst - US BPO

As a Call Quality Analyst in a US BPO environment, your role is crucial in maintaining high standards of customer service. You will play an essential part in ensuring that agents meet compliance and quality expectations while delivering exceptional customer experiences. Through systematic call auditing, you will identify training needs, support process improvements, and collaborate with teams to enhance overall performance. Your deep understanding of call metrics and customer interaction techniques will enable you to provide constructive feedback and contribute to the business meeting its service delivery goals. Key Responsibilities - Conduct regular audits of inbound and outbound calls to assess quality and compliance. - Analyze call performance metrics and generate detailed reports for management review. - Identify trends in quality assurance data and suggest actionable improvements. - Provide constructive feedback to agents based on call evaluations. - Collaborate with training and development teams to identify training needs. - Assist in the development of quality assurance guidelines and standards. - Participate in calibration sessions to ensure consistency in quality assessments. - Track and report on agents" performance improvement over time. - Keep up-to-date with industry best practices in call quality monitoring. - Facilitate and present regular quality review meetings with stakeholders. - Support process optimization initiatives by identifying areas for improvement in call handling. - Respond promptly to management requests for specific call evaluations or quality reports. - Help onboard new quality analysts and support their integration into the team. - Continuously refine and enhance quality criteria to align with business goals. - Utilize call recording software and analytical tools effectively. Qualification Required - Bachelors degree in Business Administration, Communications, or a related field. - Minimum of 2 years of experience in a quality assurance or analyst role within a BPO environment. - Proven experience with call evaluation and monitoring processes. - Strong knowledge of customer service principles and practices. - Familiarity with performance metrics and quality standards. - Excellent interpersonal and communication skills. - Proficient in data analysis and report generation. - Experience with quality assessment tools and software. - Ability to work independently and manage time effectively. - Detail-oriented with strong analytical skills. - Ability to provide constructive feedback and mentorship. - Strong organizational and multitasking abilities. - Ability to thrive in a fast-paced and dynamic environment. - Familiarity with CRM software and call center technology. - Certification in quality assurance or related fields is a plus. - Adaptability and willingness to learn new processes continuously.,