We are looking for a dedicated and detail-oriented BPO Quality Analyst to join our team. In this role, you will be responsible for monitoring, evaluating, and ensuring the quality of service provided by customer service representatives or agents within a Business Process Outsourcing (BPO) environment. Your efforts will contribute to improving service quality, customer satisfaction, and operational efficiency.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure adherence to company standards, processes, and best practices.
• Perform quality assessments of customer service representatives’ performance based on predefined criteria.
• Identify areas for improvement in agent performance and provide feedback and coaching to enhance their skills and performance.
• Generate and analyze performance reports, identifying trends and recommending corrective actions.
• Collaborate with team leaders and managers to develop and implement quality improvement initiatives.
• Assist in developing and updating quality standards, guidelines, and processes.
• Conduct audits and spot checks to ensure compliance with policies and procedures.
• Provide support and training to agents by identifying knowledge gaps and areas for development.
• Track and report on performance metrics related to quality assurance (e.g., call quality, customer satisfaction, error rates).
• Ensure that feedback and coaching are consistent, objective, and aligned with company goals.
• Participate in calibration sessions to align with client expectations and internal standards.

Qualifications:

• Bachelor’s degree or equivalent experience.
• Previous experience in a quality assurance or quality analyst role within a BPO environment (preferred).
• Strong understanding of customer service principles, call center operations, and industry best practices.
• Excellent communication and interpersonal skills to provide effective feedback to agents.
• Detail-oriented with the ability to identify areas of improvement in processes and performance.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Strong analytical skills and experience with reporting and data analysis.
• Proficient in using quality monitoring tools and customer service software (e.g., CRM systems, ticketing systems).
• Knowledge of industry standards and regulatory requirements (if applicable).

Additional Requirements:

• Strong organizational and time management skills.
• Ability to work with cross-functional teams to drive continuous improvement.
• Comfortable with working in a target-driven environment and meeting deadlines.
• Familiarity with customer satisfaction measurement techniques (e.g., CSAT, NPS).

Benefits (if applicable):

• Competitive salary
• Health, dental, and vision insurance
• Paid time off (PTO) and holidays
• [Other benefits, such as career development opportunities, performance bonuses, etc.]

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