senior analyst

Job Description

Job Title: Quality Sr Analyst - Chat/Voice Process

Job Summary: We are seeking a skilled and detail-oriented BPO Quality Sr Analyst for our Chat/Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Analyst, you will be responsible for monitoring and assessing the quality of Chat/Voice interactions between our customer service representatives and customers. Your primary focus will be to analyze Chat/Voice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.

Responsibilities:

• Monitor and evaluate Chat/Voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
• Analyze Chat/Voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
• Identify and assess customer service representatives performance gaps and areas for improvement based on quality metrics and performance standards.
• Provide constructive and timely feedback to customer service representatives on their Chat/Voice interactions, highlighting areas of strength and areas needing improvement.
• Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
• Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
• Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
• Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of Chat/Voice interactions.
• Stay updated with industry best practices and trends in customer service and Chat/Voice processes to continuously improve the quality evaluation process.
• Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.
  
  

Requirements:

• Proven experience as a Quality Sr Analyst in a BPO setting, preferably with experience in Chat/Voice process evaluation.
• Excellent verbal and written communication skills with a keen eye for detail.
• Strong analytical and problem-solving abilities to assess Chat/Voice interactions and identify areas for improvement.
• Familiarity with quality monitoring tools and Chat/Voice platforms.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
• Knowledge of customer service principles and practices.
• Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
• Flexibility to adapt to changing business needs and work in shifts, if required.
  
  

The Quality Analyst plays a crucial role in maintaining the highest standards of customer service and ensuring operational excellence in the Chat/Voice process. If you have a passion for quality, excellent analytical skills, and a desire to drive continuous improvement, we encourage you to apply for this position.

• Bachelors degree in any discipline or equivalent work experience in a customer service or BPO environment.

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