Quality Analyst (Call Centre)

Role Overview: As a Quality Assurance Specialist, your primary responsibility will be to monitor and evaluate customer service calls to ensure quality standards are met. You will provide feedback and coaching to agents, ensure compliance with company policies and regulations, and analyze data to identify areas for process improvement. Your role will also involve collaborating with management to enhance training materials and refine quality standards. Key Responsibilities: - Listen to live and recorded calls to assess agent performance and customer interactions. - Evaluate interactions based on predefined quality parameters and identify trends for improvement. - Provide constructive feedback to agents and conduct training sessions to enhance communication and problem-solving skills. - Ensure adherence to company policies, procedures, and industry regulations. - Generate reports on quality scores, trends, and agent performance. - Analyze customer feedback and complaints to identify root causes and recommend process improvements. - Collaborate with management to refine quality standards, training materials, and suggest strategies for improvement. - Stay updated on industry best practices and customer service trends. Qualification Required: - Previous experience in quality assurance or call monitoring is preferred. - Strong communication and problem-solving skills. - Knowledge of industry regulations and best practices. - Ability to analyze data and generate reports. - Proven track record of process improvement and enhancing customer experience. Please note that this job is full-time and permanent, with the work location being in person.,