Quality Analyst

Key Responsibilities: 

•  Monitor Calls and Emails: Listen to and review recorded calls and emails to assess quality and adherence to company standards.
•  Evaluate Performance: Score interactions based on predefined criteria and provide feedback to customer service representatives.
•  Identify Trends: Analyse call and email data to identify trends, patterns, and areas for improvement.
• Reporting: Prepare detailed reports on quality metrics and performance trends.
• Training and Coaching: Provide coaching and training to customer service representatives based on evaluation results.
• Compliance: Ensure that all interactions comply with company policies, procedures, and regulatory requirements.
•  Continuous Improvement: Recommend and implement strategies for continuous improvement in customer service quality