Quality Analyst

Job description

Roles and Responsibilities

• Conduct call quality analysis to ensure adherence to company standards.
• Monitor calls for quality check and provide feedback to agents on improvement areas.
• Utilize quality tools such as call monitoring software to track performance metrics.
• Collaborate with team members to resolve issues related to call quality and customer satisfaction.
• Provide timely reports on call quality trends and recommendations for process improvements.

Skills Required

Quality Tools, Call Monitoring, Quality Analysis, Quality Check