Bilingual Quality Analyst Contact Center
Core
Assess and improve contact center processes, products, and services to ensure customer satisfaction by analyzing interactions across calls and other channels.
Role type
Quality Analyst (Contact Center)
Builds
Quality assurance processes and performance improvement plans for contact center operations
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
QA methodologies, process improvement tools, data analysis, Microsoft Excel, performance monitoring, report preparation, cross-functional collaboration
Preferred skills
Bachelor's degree in Business, experience with contact center quality standards
Responsibilities
Monitor contact-center performance and implement improvement plans, prepare quality reports by analyzing trends, maintain QA activity records, collaborate with Training and Compliance on issue resolution, participate in periodic calibrations and quarterly evaluations, stay updated on industry best practices
Seniority
Individual Contributor
