Quality Analyst
Department
Quality
Job Description
Overview:
As a Quality Assurance Specialist at our BPO (Business Process Outsourcing) company, you will play a crucial role in ensuring that our services meet the highest standards of quality and efficiency. You will be responsible for monitoring, evaluating, and improving the performance of our customer service representatives to ensure exceptional service delivery to our clients.
Key Responsibilities:
1. Quality Monitoring:
Conduct regular quality assessments of customer interactions (phone calls, emails, chat sessions) to ensure adherence to company policies, procedures, and quality standards.
Evaluate representatives' communication skills, product knowledge, problem-solving abilities, and adherence to scripting guidelines. Provide detailed feedback to representatives on their performance, highlighting areas of strength and areas needing improvement.
2. Performance Analysis:
Analyse quality monitoring data to identify trends, patterns, and areas for improvement.
Track key performance indicators (KPIs) such as first call resolution, average handling time, customer satisfaction scores, etc., and identify opportunities for performance optimization. Collaborate with team leaders and trainers to develop targeted coaching and training programs based on performance analysis.
3. Process Improvement:
Identify process gaps, inefficiencies, and areas of non-compliance through quality monitoring and analysis.
Work closely with operations and training teams to implement process improvements and corrective actions. Continuously review and refine quality assurance processes and evaluation criteria to ensure relevance and effectiveness.
4. Calibration and Standardization:
Participate in calibration sessions with stakeholders to ensure alignment on quality standards and evaluation criteria.
Maintain documentation of calibration sessions and ensure consistency in scoring across evaluators.
Keep abreast of industry best practices and emerging trends in quality assurance to continuously enhance our QA processes.
5. Reporting and Feedback:
Prepare and distribute regular quality performance reports to management, highlighting achievements, trends, and areas for improvement.
Provide constructive feedback and recommendations to management based on quality performance insights.
Act as a point of contact for escalated quality-related issues and collaborate with relevant stakeholders to resolve them effectively.
Industry Type
BPO
Education
Any Graduate
Specialisms
BPO,Quality,Team Leader
Level
Management