Quality Analyst | Domestic @ TP

Roles and Responsibility

• Monitor and evaluate agent performance to ensure high-quality service delivery.
• Develop and implement effective 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 process improvements and recommend changes.
• Develop and maintain quality metrics and reports to track performance.
• Ensure compliance with industry standards and regulatory requirements.

• Proven experience in quality analysis, preferably in a BPO or call centre setting.
• Strong understanding of quality control processes and principles.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Strong analytical and problem-solving skills.
• Experience with quality management tools and software.