English - Quality Analyst
Intouch CX
Multiple VacanciesEmployer Active
Posted 17 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
7 Vacancies
Job Description
Roles & Responsibilities
- Monitor and evaluate customer interactions across multiple channels (phone, email, chat, social media) to ensure adherence to quality standards and company policies.
- Conduct regular audits of customer service calls and written communications to identify areas for improvement and recognize outstanding performance.
- Provide constructive feedback and coaching to customer service representatives to enhance service delivery and customer satisfaction.
- Analyze quality data and prepare detailed reports on trends, patterns, and areas of concern for management review.
- Collaborate with team leaders and trainers to develop and implement quality improvement initiatives.
- Assist in the creation and refinement of quality assurance guidelines, scorecards, and evaluation criteria.
- Participate in calibration sessions to ensure consistency in quality assessments across the team.
- Support the onboarding and training of new team members by sharing best practices and quality expectations.
- Identify process gaps and recommend actionable solutions to optimize customer experience.
- Stay updated on industry best practices and emerging technologies relevant to quality assurance in customer experience management.
- Minimum of 1 year and up to 5 years of experience in a quality assurance or customer service role, preferably within a contact center or customer experience environment.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent verbal and written communication skills in English.
- Demonstrated ability to provide clear, actionable feedback and coaching.
- Attention to detail and a commitment to maintaining high standards of quality.
- Proficiency in using quality monitoring tools and CRM systems.
- Ability to work effectively in an office-based, fast-paced, and dynamic environment.
- Strong organizational and time management skills.
- Collaborative mindset with the ability to work cross-functionally.
- Adaptability to changing processes, technologies, and business needs.
Desired Candidate Profile
- Minimum of 1 year and up to 5 years of experience in a quality assurance or customer service role, preferably within a contact center or customer experience environment.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent verbal and written communication skills in English.
- Demonstrated ability to provide clear, actionable feedback and coaching.
- Attention to detail and a commitment to maintaining high standards of quality.
- Proficiency in using quality monitoring tools and CRM systems.
- Ability to work effectively in an office-based, fast-paced, and dynamic environment.
- Strong organizational and time management skills.
- Collaborative mindset with the ability to work cross-functionally.
- Adaptability to changing processes, technologies, and business needs.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- English - Quality Analyst
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