Silvermine

Job Summary: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency. Key Responsibilities: Call Monitoring and Evaluation •Monitor live or recorded calls to evaluate agent performance against quality standards. •Assess agent adherence to scripts, protocols, and company policies. •Evaluate the accuracy, professionalism, empathy, and resolution provided during calls. Feedback and Coaching •Provide constructive feedback to agents based on quality assessments. •Collaborate with team leaders and trainers to address performance gaps and training needs. •Conduct one-on-one coaching sessions to help agents improve their skills. Reporting and Analysis •Prepare detailed reports on quality metrics, trends, and areas of improvement. •Track agent performance over time and provide actionable insights to management. •Identify recurring issues and recommend process improvements. Compliance and Standards •Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements. •Monitor for potential risks and escalate compliance concerns promptly. Continuous Improvement •Participate in the development of quality guidelines and standards. •Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency. •Stay updated on industry best practices and emerging trends in customer support. Qualifications and Skills: Bachelors degree is mandatory. •2+ years of experience in quality analyst role in a call center. •Proficiency in quality monitoring tools and CRM systems. •Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent. •Excellent communication and interpersonal skills. •Strong attention to detail and analytical mindset. •Ability to provide constructive feedback and motivate team members. •Time management and multitasking skills.