Quality Analyst  

1. Call Monitoring and Evaluation:

· Monitor live and recorded calls, emails, and chat transcripts to assess customer service representative’s performance against the client’s established quality criteria.

· Evaluate call recordings, emails, and chat transcripts using predefined scorecards and criteria, focusing on script adherence, compliance, and to assess quality of service provided.

2. Quality Reporting

· Compile and analyze evaluation data to identify opportunity trends, common issues, and areas for improvement.

· Prepare detailed reports on quality metrics and present findings to Operations, Training team, and stakeholders.

3. Performance Feedback

· Provide constructive feedback to customer service representatives based on call evaluations.

· Conduct one on one coaching sessions and calibration to address performance gaps and reinforce best practices.

4. Developing Quality Standards

· Regularly review and update call quality criteria and scorecards.

· Establish and maintain performance benchmarks in line with industry standards and organizational goals.

5. Process Improvement

· Identify gaps, inefficiencies and recurring issues in call processes.

· Recommend and implement process improvements to enhance customer satisfaction and operational efficiency.

6. Ensure Compliance

· Ensure all calls comply with industry rules and guidelines such as data protection and privacy laws, and organizational policies.

· Stay updated with industry regulations and client’s standards to maintain compliance.

7. Customer Feedback Analysis

· Analyze customer feedback from surveys and other channels to gauge satisfaction levels.

· Integrate customer feedback into quality assessment and improvement strategies.

• Must be detail oriented
• Must have good English communication skills
• Can work in shifting schedule (weekends, holidays)
• Must have at least 1 year experience as Quality Analyst in a BPO company