Quality Analyst Manager

Key Responsibilities Monitoring & Evaluation: Conduct systematic monitoring of voice calls, chat, and email interactions to assess service quality and adherence to scripts and protocols.  Performance Analysis: Score agent performance based on key metrics such as tone, empathy, problem resolution, and compliance.  Coaching & Training: Provide constructive feedback and personalized coaching to agents to address performance gaps and knowledge deficiencies.  Root Cause Analysis: Analyze quality data and customer interactions to identify underlying causes of recurring issues and recommend corrective actions.  Reporting: Prepare and present daily, weekly, and monthly reports on agent performance, key quality trends, and areas for improvement to management.  Process Improvement: Collaborate with management and other departments to identify and implement improvements in BPO processes, policies, and workflows.  Compliance: Ensure all quality monitoring activities and agent performance align with internal quality standards, regulatory requirements, and Service Level Agreements (SLAs).  Key Skills & Qualifications Analytical Skills: The ability to analyze large datasets, identify trends, and interpret performance metrics accurately.  Communication Skills: Excellent verbal and written communication skills to provide clear and constructive feedback to agents.  Attention to Detail: A meticulous and thorough approach to monitoring and data analysis to ensure high accuracy.  Technical Proficiency: Proficiency with standard software, such as MS Office and Google Sheets, for reporting and data management.  Coaching & Interpersonal Skills: The ability to motivate agents and collaborate effectively with team leaders and other departments.