Silvermine Group - Quality Assurance Analyst - BPO

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center.

This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency.

KEY RESPONSIBILITIES :

Call Monitoring and Evaluation

• Monitor live or recorded calls to evaluate agent performance against quality standards.
• Assess agent adherence to scripts, protocols, and company policies.
• Evaluate the accuracy, professionalism, empathy, and resolution provided during calls.

Feedback and Coaching

Reporting and Analysis

Compliance and Standards

Continuous Improvement

PREFERRED QUALIFICATIONS & REQUIRED SKILLS :

PERKS OF JOINING :

The Culture : most companies talk about their values, we live them.

Supportive Culture : We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth.

Work-Life Balance : We support a hybrid work model and encourage our employees to create a healthy balance between personal and professional life.

Rewards and Recognitions : Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA.

Innovative Work : Contribute to cutting-edge solutions for e-commerce and SaaS businesses.

The Work : stability of a market leader with the hunger for innovation and growth of a start-up.

Impactful & Broad Role : You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions.

Growth Opportunities : Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it.

Competitive Benefits : Access comprehensive insurance for health (incl. parents), life and personal accident.

ABOUT SILVERMINE GROUP :

Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries.

Our compliance automation platform is secure, cloud-based, and certified by the IRS helping over 100,000 customers every year file federally required documents such as IRS Form 2290, Form 8849, and MCS-150 accurately, securely, and on time.

Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers' equipment stays on the road and their businesses keep humming.

(ref : iimjobs.com)