Position: Quality Analyst (QA)

Number of hours: 40 Hrs/week

Schedule: TBD

Job Summary

We are looking for a detail-oriented Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring high service quality in our BPO environment. The ideal candidate will assess agent performance, provide feedback, and contribute to process improvements to enhance customer satisfaction and operational efficiency.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with quality standards and company policies.
• Conduct regular quality audits and provide detailed reports on agent performance.
• Develop and update quality monitoring checklists, scorecards, and guidelines.
• Provide constructive feedback and coaching to agents to improve their service delivery.
• Identify trends, gaps, and areas for improvement ...