وصف الوظيفة
The Quality Analyst will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards and enhance overall customer experience.
Key Responsibilities
- Conduct quality assurance evaluations of calls, chats, emails, and other customer interactions to assess agent performance and compliance with established protocols.
- Identify trends, patterns, and areas for improvement based on quality monitoring data.
- Provide actionable feedback and coaching to agents and supervisors to improve service delivery and customer satisfaction.
- Collaborate with training teams to develop and refine quality assurance processes and training modules.
- Prepare detailed reports and analysis on quality metrics, trends, and performance outcomes for management review.
- Bachelor’s degree in business administration, Communications, or related field.
- Experience in quality assurance or quality control, preferably in a call center environment.
- Strong understanding of call center operations and customer service best practices.
- Proficiency in quality monitoring tools and software (e.g., Verint, NICE).
- Excellent analytical skills with the ability to interpret data and identify trends.
