Quality Analyst - Internal

Key responsibilities

• Monitor and evaluate customer interactions across various channels (phone chat email social media) to ensure quality standards are met
• Provide regular feedback to agents and their supervisors on their performance based on established quality metrics
• Conduct root cause analysis of any identified quality issues and work with the team to develop and implement corrective actions
• Collaborate with other departments to identify opportunities to improve the customer experience
• Develop and maintain quality assurance policies and procedures
• Participate in the training and development of new call center agents
• Prepare and present reports on quality metrics and trends to management

Qualifications & Desired Skills

• Experience: 2 year and above
• Education: Graduate/Post Graduate
• Skills

• Strong MS Advanced Excel skills
• Excellent verbal and written communication skills required.
• Strong customer service and interpersonal skills
• Basic facilitation research and problemsolving skills preferred but not required
• Ability to analyze data and derive actionable insights
• Client focused and solutions oriented; Good problem solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
• Ability to collaborate and work effectively with cross functional teams
• Selflearner interested in both the how and the why
• Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
• Demonstrates ability to coach and provide feedback to analysts

Remote Work :

No