Quality Analyst

Roles and Responsibilities :

• Conduct call audits to ensure compliance with quality standards and regulations.
• Monitor calls to identify areas of improvement and provide feedback to agents.
• Collaborate with team leaders and trainers to develop training programs for agents.
• Analyze data from call monitoring sessions to measure performance metrics.

Job Requirements :

• 2-4 years of experience in a similar role within the BPO/Call Centre industry.
• Strong knowledge of QC tools and techniques used in international voice processes.
• Ability to analyze data from various sources (e.g., CRM systems) to identify trends and patterns.