Training and Quality Analyst

• Monitoring and evaluation: Regularly monitor phone calls, chats, and emails to assess agent performance against quality parameters.
• Performance analysis: Analyze call and performance data to identify trends, root causes of issues, and areas for improvement.
• Feedback and coaching: Provide regular, constructive, one-on-one feedback to agents to help them improve their skills and performance.
• Training and development: Assist in developing, implementing, and conducting training programs for new and existing agents to improve skill sets and ensure consistent service quality.
• Process improvement: Collaborate with operations teams to identify and implement process improvements that enhance overall service quality and customer satisfaction.
• Reporting: Prepare and share daily, weekly, or monthly reports and dashboards on agent performance, quality scores, and key findings with management.
• Compliance: Ensure all customer interactions and agent actions comply with company policies, procedures, and regulatory requirements.
  

Qualifications

• Education: A bachelor's degree or equivalent experience in a relevant field.
• Experience: Previous experience in call center/BPO quality assurance, training, or a related role is often required.
• Skills:
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software and tools.
• High attention to detail.
• Ability to manage time efficiently and handle multiple tasks.
• Strong coaching and feedback skills.
• Need some one who can join on immediate basis.