Quality Analyst - BPO

We are seeking a meticulous and detail-oriented Call Quality Analyst to join our team. The Call Quality Analyst will monitor and evaluate the quality of calls made by our customer service representatives and Sales team to ensure compliance with company policies and standards. The ideal candidate will have excellent communication skills, a keen eye for detail, and the ability to provide constructive feedback to improve performance.

Responsibilities:

• Performs call monitoring and provides feedback to the agents.
• Use a quality monitoring data management system to compile and track performance at team and individual levels.
• Assess call quality based on predefined criteria, including adherence to scripts, professionalism, accuracy of information provided, and overall customer satisfaction.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Identify areas for improvement and provide feedback to individuals or teams to enhance performance.
• Compile and analyze data to identify trends and patterns in call quality and customer service performance.
• Collaborate with managers and team leaders to develop and implement strategies for improving call quality and customer satisfaction.
• Provide actionable data to various internal support groups as needed.
• Prepare and analyze internal and external quality reports for management staff review.
• Maintain accurate records of evaluations and provide regular reports to management.
• Perform other duties as assigned.

Qualifications:

• Minimum 2 years of relevant Experience.
• Bachelor's Degree a must. Excellent verbal, written, and interpersonal communication skills;
• Meticulous attention to detail and the ability to maintain accuracy in a fast-paced environment.
• Ability to provide constructive feedback in a positive and professional manner.
• Proficiency in using call monitoring software and other relevant tools.
• Must be a self-motivator and self-starter;
• Exceptional listening and analytical skills;
• Solid time management skills;
• Must be proficient with Microsoft Office (intermediate Word, basic Excel);