Quality Analyst Contact Centre (IT Services)

The Quality Analyst position at our company involves ensuring the service quality of contact center operations in the IT services domain, with a focus on customers in healthcare, fintech, and retail sectors. Your responsibilities will include auditing, coaching, compliance checks, and implementing quality frameworks specific to each domain. As a Quality Analyst, you will be expected to monitor and evaluate agent interactions such as calls, chats, and tickets to ensure quality and compliance standards are met. You will create customized QA scorecards based on the requirements of each customer domain, such as HIPAA for healthcare and PCI for fintech. Additionally, tracking performance trends, conducting root cause analysis, collaborating with training and floor teams, and participating in audits are key aspects of this role. To excel in this position, you should have at least 6 years of QA experience in IT service desks or contact centers, along with exposure to healthcare, fintech, and retail contact center environments. A strong understanding of domain-specific quality benchmarks, customer handling etiquettes, QA tools, reporting, and audit documentation is essential. Effective communication skills and the ability to mentor frontline teams on quality standards are also crucial for success in this role. If you are passionate about improving service quality, identifying process improvements, and working collaboratively with various teams to enhance customer experiences, we encourage you to apply for this challenging and rewarding opportunity.,