Quality Analyst BPO
Posted 2025-03-14Job Description
Key Responsibilities:
1. Quality Monitoring and Evaluation:
? Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels.
? Identify areas for improvement and provide actionable feedback to agents and management.
2. Performance Analysis and Reporting:
? Analyse performance metrics to identify trends and opportunities for enhancement.
? Generate reports to track performance and quality outcomes, providing insights for decision-making.
3. Process Improvement and Compliance:
? Collaborate with stakeholders to identify process inefficiencies and implement improvements.
? Ensure adherence to regulatory requirements, company policies, and industry standards.
4. Product Training Delivery:
? Develop and deliver comprehensive product training programs to customer service representatives.
? Covering features, benefits, updates, and troubleshooting procedures related to travel products and services.
5. Coaching and Development:
? Provide ongoing coaching and support to agents, addressing knowledge gaps and enhancing skills.
? Support the implementation of training initiatives to improve performance and service quality.
6. Documentation and Knowledge Management:
? Maintain accurate records of quality evaluations, training sessions, and improvement initiatives.
? Create and update training materials, manuals, and resources to facilitate continuous learning.
7. Stakeholder Engagement and Collaboration:
? Foster effective communication and collaboration with internal teams, clients, and other stakeholders.
? Ensure alignment on quality objectives, training requirements, and service delivery standards.
Requirements
1. Quality Monitoring and Evaluation: ? Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. ? Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: ? Analyse performance metrics to identify trends and opportunities for enhancement. ? Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: ? Collaborate with stakeholders to identify process inefficiencies and implement improvements. ? Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: ? Develop and deliver comprehensive product training programs to customer service representatives. ? Covering features, benefits, updates, and troubleshooting procedures related to travel products and services
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