Quality Analyst - BPO Voice Process

As a Quality Analyst at Silvermine Group, your role involves monitoring, evaluating, and improving the quality of customer interactions in a call center. You will be responsible for analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency. **Key Responsibilities:** - Call Monitoring and Evaluation - Monitor live or recorded calls to evaluate agent performance against quality standards. - Assess agent adherence to scripts, protocols, and company policies. - Evaluate the accuracy, professionalism, empathy, and resolution provided during calls. - Feedback and Coaching - Provide constructive feedback to agents based on quality assessments. - Collaborate with team leaders and trainers to address performance gaps and training needs. - Conduct one-on-one coaching sessions to help agents improve their skills. - Reporting and Analysis - Prepare detailed reports on quality metrics, trends, and areas of improvement. - Track agent performance over time and provide actionable insights to management. - Identify recurring issues and recommend process improvements. - Compliance and Standards - Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements. - Monitor for potential risks and escalate compliance concerns promptly. - Continuous Improvement - Participate in the development of quality guidelines and standards. - Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency. - Stay updated on industry best practices and emerging trends in customer support. **Preferred Qualifications & Required Skills:** - Bachelor's degree is mandatory. - 3+ years of experience in a quality analyst role in a call center. - Proficiency in quality monitoring tools and CRM systems. - Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent. - Excellent communication and interpersonal skills. - Strong attention to detail and analytical mindset. - Ability to provide constructive feedback and motivate team members. - Time management and multitasking skills. **Perks of Joining:** At Silvermine Group, you can expect: - A supportive culture that values teamwork, mentorship, and professional development. - Work-life balance with opportunities for personal and professional growth. - Competitive compensation, annual bonuses, and rewards for hard work. - Contribution to cutting-edge solutions for e-commerce and SaaS businesses. If you are looking to be part of a market leader with a hunger for innovation and growth, Silvermine Group offers stability along with impactful roles, growth opportunities, and competitive benefits. Don't miss the chance to join us and be a part of our journey towards excellence in the heavy trucking and transportation industries. Apply now at careers@silverminegroup.com.,