Quality Analyst (Customer Service)

Quality Analyst (Customer Service)

Collabera Technologies Private Limited Inc
1-8 years
Not Specified

Job Description

Perform audits on recorded client interactions and provide evaluation feedback through QMS
Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements.
Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
Highlight trends and red flags to the business for better improvements
Ensure accurate maintenance of sample calls/chats library
Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders.
Requirement
Degree preferred or equivalent practical experience;
Minimum of 2 years Quality auditing experience in a call center environment
Has a clear understanding of Call Center’s quality framework and methodology. Excellent interpersonal and communication skills.
Ability to work in a fast pace environment.
Strong attention to detail.
Coaching experience is a plus
Knowledge of digital advertising is a plus
Experience in performing Root Cause Analysis/drilldown is a plus