Quality Analyst (US Sales)

About the Role

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Key Responsibilities

• Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.
• Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.
• Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.
• Generate reports on quality trends, agent performance, and process gaps.
• Present data-driven insights to management to enhance overall service quality.
• Assist in root cause analysis for recurring technical issues and customer dissatisfaction.
• Develop and maintain quality scorecards and reports.
• Work closely with trainers and team leaders to design training programs based on quality audits.
• Conduct quality calibration sessions to ensure uniform evaluation across teams.
• Provide coaching sessions to agents to enhance technical troubleshooting skills.

Requirements & Tech Stack

• Excellent written and verbal communication.
• Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.
• Strong knowledge of IT troubleshooting, technical support processes, and service management frameworks.
• Candidates from international BPO backgrounds are preferred.
• Candidates must be comfortable working in the night shift and working from office.

Qualifications

• None explicitly stated beyond the requirements.

Perks & Benefits

• Incentives
• Insurance
• 5 Working Days
• US Shifts