Quality Analyst @ My Corporate Jobs

Job Description

Roles and responsibilities: 

Monitor and evaluate voice interactions between customer service representatives and
customers to ensure adherence to quality standards and company guidelines.

Analyze voice transcripts for accuracy, completeness, and compliance with
established protocols and procedures.

Identify and assess customer service representatives' performance gaps and areas for
improvement based on quality metrics and performance standards.

Provide constructive and timely feedback to customer service representatives on their
voice interactions, highlighting areas of strength and areas needing improvement.

Collaborate with the training team to develop and deliver training programs to address
knowledge and skill gaps identified during quality evaluations.

Maintain accurate records of quality evaluations, performance metrics, and feedback
provided to customer service representatives.

Generate comprehensive reports on quality performance, trends, and improvement
opportunities for management review.

Participate in calibration sessions with other quality analysts to ensure consistent
evaluation and scoring of voice interactions.
Stay updated with industry best practices and trends in customer service and voice processes to continuously improve the quality evaluation process.

Collaborate with team leads and operations managers to implement quality
improvement initiatives and achieve performance targets.

Requirements: 

Bachelor's degree in any discipline or equivalent work experience in a customer
service or BPO environment.

Proven experience as a Quality Analyst in a BPO setting, preferably with experience
in voice process evaluation.

Excellent verbal and written communication skills with a keen eye for detail.
Strong analytical and problem-solving abilities to assess voice interactions and
identify areas for improvement.

Familiarity with quality monitoring tools and voice platforms.
Ability to work independently and as part of a team, managing multiple priorities and
deadlines effectively.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience
generating reports.

Knowledge of customer service principles and practices.

Strong coaching and mentoring skills to provide feedback and guidance to customer
service representatives.

Flexibility to adapt to changing business needs and work in shifts, if required.

Employement Category:

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Keyskills:   call audit call calibration call quality audits call monitoring quality analysis call quality call quality analyst