Quality Analyst

Description:

We are looking for a Quality Analyst with experience in call center operations to join our team. The Quality Analyst will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and enhance overall customer experience.

Key Responsibilities:

- Conduct quality assurance evaluations of calls, chats, emails, and other customer interactions to assess agent performance and compliance with established protocols.

- Identify trends, patterns, and areas for improvement based on quality monitoring data.

- Provide actionable feedback and coaching to agents and supervisors to improve service delivery and customer satisfaction.

- Collaborate with training teams to develop and refine quality assurance processes and training modules.

- Prepare detailed reports and analysis on quality metrics, trends, and performance outcomes for management review.

Qualifications:

- Bachelor’s degree in Business Administration, Communications, or related field.

- Experience in quality assurance or quality control, preferably in a call center environment.

- Strong understanding of call center operations and customer service best practices.

- Proficiency in quality monitoring tools and software (e.g., Verint, NICE).

- Excellent analytical skills with the ability to interpret data and identify trends.