Quality Analyst

Quality Analyst (International Voice Process)

The Quality Analyst (International Voice Process) plays a critical role in maintaining and enhancing the quality of customer service interactions. This position involves monitoring calls, identifying areas of improvement, and implementing strategies to ensure consistently high-quality customer experiences.

Quality Analyst (International Voice Process) Job

Responsibilities

• Monitor and evaluate inbound and outbound calls to ensure adherence to quality standards.
• Analyze call quality data and provide actionable feedback to customer service representatives.
• Develop and implement strategies to improve call quality and customer satisfaction.
• Collaborate with team leaders and managers to address performance gaps and training needs.
• Prepare detailed reports on call quality metrics and present findings to stakeholders.
• Participate in calibration sessions to ensure assessment consistency and accuracy.
• Stay updated on industry best practices and standards in voice-based customer service.

Qualifications

• Bachelors degree or equivalent experience in a related field.
• Proven experience as a Quality Analyst in an international voice process.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Detail-oriented with a keen sense of quality standards.
• Ability to handle confidential and sensitive information.
• Flexibility to work different shifts if required.

Skills

• Call Monitoring
• Quality Assurance
• Customer Service
• Data Analysis
• Feedback and Performance Evaluation
• Communication
• Problem-Solving

please share the resume to:-

ramya.ramya1@teleperformancedibs.com

Ph no:8050980644

Best regards

Ramya V