Quality Analyst - BPO Voice Process

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.

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

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.

Website : Silvermine Group Products : eform2290 and emcs150

Apply on : Location : Bangalore