Quality Analyst
Core
Evaluate customer service interactions (calls, email, chat) against client guidelines and KPIs to ensure quality and continuous improvement.
Role type
Quality Analyst (Customer Service)
Builds
Quality assurance reports and feedback for client-facing support teams
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
dashboards & analysis
Required skills
Verbal and written communication, Critical thinking, Problem solving, Attention to detail, Multitasking, Computer literacy (Windows, macOS, Office, Google Apps), Data entry speed (30+ WPM voice, 35+ WPM non-voice)
Preferred skills
Experience in BFSI, Phone/email/live chat support, Customer Service, Sales, Billing, Collections, Technical Support
Responsibilities
Evaluate calls against quality guidelines, Meet client KPIs, Provide feedback to management on process improvements, Maintain confidentiality of login credentials, Participate in mandated trainings
Seniority
Entry-level to Mid-level