Quality Analyst (International Sales)

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.

Roles and 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.

Required Skills:

• Candidates must be comfortable working in the night shift and working from office.
• 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.

Perks & Benefits:

• Incentives (No Capping)
• Insurance Benefits
• 5 Working Days
• US Shift Opportunity
• Attendance Bonus

Interview Timings: 6.30pm till 9.00pm (Monday to Friday)