Quality Analyst

Roles and Responsibilities :

• Conduct call audits to identify areas of improvement in customer service quality.
• Analyze data from call recordings to measure CSAT (Customer Satisfaction) scores.
• Collaborate with team members to implement corrective actions based on RCA (Root Cause Analysis) findings.
• Monitor international voice calls to ensure compliance with BPO standards.

Job Requirements :

• 3-13 years of experience in Quality Assurance or related field.
• Strong knowledge of call auditing, call monitoring, and quality analysis techniques.
• Ability to analyze data from various sources, including CRM systems and customer feedback surveys.