Quality Analyst

About the role

As a Quality Analyst, you will be responsible for auditing calls and providing valuable feedback to associates. Your insights will drive improvements in agent quality performance, ensuring our team delivers exceptional customer experiences. This role is crucial in maintaining our high standards and continuous growth.

What you'll do

• Be responsible for auditing calls and providing valuable feedback to associates
• Conduct thorough call audits to assess agent performance and identify areas for improvement
• Provide constructive feedback to associates, offering guidance and recommendations for enhancement
• Analyze call data and trends to identify patterns and make data-driven decisions
• Collaborate with team leads and management to develop and implement quality improvement strategies

What you need

• 20–30 yrs of experience
• Problem solving
• Any graduate