Quality Analyst BPO

Job Description

Key Responsibilities:

1. Quality Monitoring and Evaluation:

? Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels.

? Identify areas for improvement and provide actionable feedback to agents and management.

2. Performance Analysis and Reporting:

? Analyse performance metrics to identify trends and opportunities for enhancement.

? Generate reports to track performance and quality outcomes, providing insights for decision-making.

3. Process Improvement and Compliance:

? Collaborate with stakeholders to identify process inefficiencies and implement improvements.

? Ensure adherence to regulatory requirements, company policies, and industry standards.

4. Product Training Delivery:

? Develop and deliver comprehensive product training programs to customer service representatives.

? Covering features, benefits, updates, and troubleshooting procedures related to travel products and services.

5. Coaching and Development:

? Provide ongoing coaching and support to agents, addressing knowledge gaps and enhancing skills.

? Support the implementation of training initiatives to improve performance and service quality.

6. Documentation and Knowledge Management:

? Maintain accurate records of quality evaluations, training sessions, and improvement initiatives.

? Create and update training materials, manuals, and resources to facilitate continuous learning.

7. Stakeholder Engagement and Collaboration:

? Foster effective communication and collaboration with internal teams, clients, and other stakeholders.

? Ensure alignment on quality objectives, training requirements, and service delivery standards.

Requirements

1. Quality Monitoring and Evaluation: ? Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. ? Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: ? Analyse performance metrics to identify trends and opportunities for enhancement. ? Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: ? Collaborate with stakeholders to identify process inefficiencies and implement improvements. ? Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: ? Develop and deliver comprehensive product training programs to customer service representatives. ? Covering features, benefits, updates, and troubleshooting procedures related to travel products and services

Apply!