Quality Analyst

Role Overview: As a Quality Analyst at UnifyCX, you will play a crucial role in ensuring the quality of voice calls handled by agents in the BPO team. Your primary responsibility will be to monitor, evaluate, and improve call quality to enhance customer satisfaction, maintain process standards, and uphold company policies. Your attention to detail and analytical skills will be essential in identifying areas for improvement and implementing quality enhancement initiatives. Key Responsibilities: - Monitor and evaluate inbound and outbound voice calls to assess agent performance against quality standards. - Provide constructive feedback and coaching to agents to enhance call quality and customer interactions. - Analyze quality trends to identify process gaps or training needs. - Maintain and update call quality scorecards and audit reports. - Collaborate with the training team to develop refresher sessions or process improvements. - Ensure compliance with internal quality standards and external regulations. - Participate in calibration sessions with clients and internal stakeholders to align quality expectations. - Support the implementation of quality improvement initiatives. Qualifications Required: - Minimum 2 years of experience as a Quality Analyst in a voice-based BPO environment. - Excellent communication and listening skills. - Strong knowledge of call center metrics and KPIs. - Familiarity with QA tools and call monitoring software. - Ability to provide constructive feedback in a professional and impactful manner. - Analytical mindset with a keen attention to detail. - Proficiency in MS Excel and reporting. - Experience in international voice processes. - Experience with CRM and ticketing systems. (Note: Additional details about the company were not provided in the job description.),