Quality Analyst @ TP

Roles and Responsibility

• Monitor and evaluate call quality to ensure high standards of customer service.
• Develop and implement quality control processes to identify areas for improvement.
• Collaborate with team members to provide coaching and feedback on performance.
• Analyze data and trends to identify patterns and opportunities for growth.
• Develop reports and metrics to measure quality performance.
• Participate in audits and assessments to ensure compliance with industry standards.

• Proven experience as a Quality Analyst in a BPO/Call Centre environment.
• Strong knowledge of quality control processes and procedures.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Strong analytical and problem-solving skills.
• Experience with quality management software and tools.