Quality Analyst

The Role

• Participates in design of call
• Performs call monitoring according to monitoring formats & quality standards and provides trend data to the management team.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of Inside Sales email responses.
• Participates in customer listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback to team leaders and managers help them to sync better within the team
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform PIP calibration sessions and other duties as assigned.

Requirements

• Minimum 2-6 years’ experience preferably in BPO/ITES industry
• Excellent verbal, written and interpersonal communication skills.
• Effective listening and comprehension ability is must
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter