Professional - Quality Analyst
Core
Oversee and manage performance and service quality to guarantee customer satisfaction through transaction evaluation and calibration sessions.
Role type
Quality Analyst
Builds
Service quality standards and client satisfaction metrics
Domain
Business Process Outsourcing (BPO) / Customer Service
Deliverable
dashboards & analysis
Required skills
transaction evaluation, calibration session management, data analysis, trend identification, strategic planning, MS Office proficiency, verbal communication, written communication
Responsibilities
Complete assigned transaction evaluations, attend internal and external calibration sessions, establish and maintain communication with clients and team members, produce timely and accurate reports, develop strategies based on data analysis