Call Quality AnalystUS BPO
Call Quality AnalystUS BPO
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
Call Quality Analyst (US BPO)
Overview:
The role of Call Quality Analyst in a US BPO is crucial for ensuring the delivery of highquality customer service. The analyst will be responsible for evaluating call center interactions identifying areas for improvement and implementing quality assurance measures to enhance customer satisfaction and operational efficiency.
Key Responsibilities:
- Conduct quality assessments of call center interactions
- Evaluate adherence to scripting and compliance standards
- Identify trends and patterns affecting call quality and customer satisfaction
- Provide actionable feedback to call center agents and management
- Develop and maintain quality assurance processes and procedures
- Collaborate with training teams to address performance gaps
- Generate and analyze quality assurance reports
- Recommend and implement process improvements
- Participate in calibration sessions to ensure consistency in evaluations
- Stay updated on industry best practices and compliance requirements
Required Qualifications:
- Bachelors degree in a relevant field or equivalent work experience
- Proven experience in a quality assurance or call monitoring role
- Strong analytical and problemsolving skills
- Excellent verbal and written communication skills
- Deep understanding of BPO processes and industry standards
- Proficiency in using call center technology and quality monitoring tools
- Ability to work independently and collaborate effectively in a team environment
- Detailoriented with a focus on accuracy and thoroughness
- Solid understanding of customer service principles and practices
- Knowledge of relevant regulations and compliance standards
communication,quality assurance,bpo,call quality,international auditing,compliance,calibration
Employment Type
Full Time
Key Skills
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