Quality Analyst
Core
Monitor and evaluate customer interactions (calls, chats, emails) to ensure compliance and quality standards.
Role type
Quality Analyst
Builds
Quality reports, scorecards, and performance dashboards
Domain
Business Process Outsourcing (BPO)
Deliverable
dashboards & analysis
Required skills
QA concepts, sampling, feedback analysis, Root Cause Analysis (RCA), MS Office, reporting tools
Preferred skills
NICE platform knowledge, process improvement methodologies
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