Quality Analyst BPO

As a Quality Assurance (QA) Specialist in the call center industry, your primary responsibility is to monitor and evaluate inbound and outbound calls and emails to assess the performance of customer service representatives. You will analyze their demeanor, technical accuracy, adherence to company policies, and overall customer service performance. - Provide detailed feedback to agents based on call evaluations, focusing on both their strengths and areas for improvement. - Conduct root cause analysis to identify and resolve quality issues, making recommendations for process improvements. - Track and analyze data on quality metrics such as call handling time, resolution rates, and customer satisfaction to identify trends and opportunities for training and development programs. - Participate in calibration sessions with supervisors and managers to ensure consistency and accuracy in evaluations. - Develop and maintain comprehensive QA documentation, including evaluation forms, guidelines, and criteria. The ideal candidate for this full-time, permanent position based in Kochi, Kerala should have: - A Bachelor's degree - At least 2 years of experience in QA within a call center environment - The ability to commute or relocate to Kochi, Kerala is preferred. If you are passionate about ensuring high-quality customer service and dedicated to continuous improvement, we encourage you to apply for this role. Please indicate your expected salary when submitting your application.,