Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
  
• Perform root cause analysis (RCA) to identify issues and implement corrective actions.
  
• Utilize quality tools such as 7QC, CSAT, and Pareto charts for monitoring and improvement.
  
• Collaborate with team members to resolve customer complaints and improve overall service quality.
  
• Develop and maintain quality reports using QC tools like Fishbone diagrams.
  

Desired Candidate Profile

• 1-5 years of experience in BPO/call center environment with a focus on quality assurance or control.
  
• Strong understanding of Quality Assurance principles, including call calibration, monitoring, and reporting procedures.
  
• Proficiency in performing Root Cause Analysis (RCA), identifying trends through data analysis (e.g., CSAT), and implementing corrective actions.