Key Responsibilities 

⦁ Monitoring & Evaluation: Assess inbound calls, emails, and chat interactions to ensure adherence to quality standards. 

⦁ Audits & Compliance: Conduct regular audits of calls and customer interactions to ensure compliance with company policies and industry regulations.

⦁ Reporting & Analysis: Prepare and present detailed reports on quality metrics, identifying trends, areas for improvement, and providing actionable recommendations to management. 

⦁ Training & Development: Collaborate with training teams to develop quality frameworks and provide feedback and coaching to agents to improve performance and service delivery. ⦁ Continuous Improvement: Participate in process improvement initiatives, identifying root causes of issues and implementing corrective actions to enhance overall service quality. 

Required Skills & Qualifications 

⦁ Experience: Minimum 2 year in a Quality Analyst role in technical support BPO environment.

⦁ Technical Proficiency: Excellent knowledge of technical support processes

⦁ Language Skills: Fluency in English is mandatory; proficiency in additional languages 

⦁ Analytical Skills: Strong ability to analyze data, identify trends, and translate findings into actionable insights. 

⦁ Communication: Excellent verbal and written communication skills, with the ability to provide constructive feedback and collaborate effectively with teams.

 ⦁ Education: Bachelor’s degree 

⦁ Experience with QA Tools: Familiarity with quality assessment tools and techniques. 

⦁ Industry Knowledge: Understanding of technical support industry standards, regulations, and customer service best practices.