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 coaching sessions to reform negative experiences.
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 evaluations
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 root-cause analysis skills
Excellent communication and interpersonal abilities
Key Requirements
Ability to assess transaction handling and identify improvement areas
Experience with compliance guidelines and quality standards
Capability to attend administrative hearings and deliberations