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

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