Quality Analyst - International Voice Process

We are seeking a dedicated Quality Analyst for our International Voice Process team. The ideal candidate will play a crucial role in ensuring the quality of our voice services, focusing on customer interactions and service delivery. As a Quality Analyst, you will be responsible for monitoring and evaluating calls, providing feedback to agents, and implementing quality assurance processes to enhance customer satisfaction.

Key Responsibilities:

• Monitor and evaluate customer interactions to ensure compliance with company standards and policies.
• Provide constructive feedback to agents based on call evaluations, helping them improve their performance.
• Collaborate with team leaders and management to identify areas for improvement in service delivery.
• Develop and maintain quality assurance documentation and reports.
• Participate in training sessions to enhance the skills of the team and ensure adherence to quality standards.
• Analyze data and trends to provide insights into service quality and customer satisfaction.

Required Skills:

• Strong understanding of the international voice process and quality assurance methodologies.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and work collaboratively with team members.
• Proficient in data analysis and reporting.
• Detail-oriented with a focus on maintaining high-quality standards.

If you are passionate about quality assurance and have a keen eye for detail, we encourage you to apply for this exciting opportunity to contribute to our teams success.