The role involves conducting end-to-end monitoring and feedback to reinforce positive agent behaviors and improve customer satisfaction
Job Summary
The role involves conducting end-to-end monitoring and feedback to reinforce positive agent behaviors and improve customer satisfaction.
The Quality Analyst is responsible for ensuring all agent-customer interactions comply with pre-determined guidelines through live or recorded monitoring.
This position requires regular reporting of quality scores, root-cause analysis, and facilitating training orientations for new hires.
Matching Summary
The role involves conducting end-to-end monitoring and feedback to reinforce positive agent behaviors and improve customer satisfaction.
Skills & Requirements
Must-have
Live or recorded monitoring of agent interactions
Conducting end-to-end quality feedback
Providing accurate and impartial judgement
Regular coaching sessions with agents
Reporting daily weekly monthly scores
Nice-to-have
Collaborating with Operations and Training teams
Facilitating calibration sessions
Participating in process improvement designs
Strong analytical and communication skills
Experience with CRM/KRM tools
Key Requirements
Ability to assess transaction handling and identify improvement areas
Experience in compliance auditing and error reporting
Capability to attend administrative hearings and deliberations