Quality Analyst

About the Company

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.

Key Responsibilities

• Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
• Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
• Provide accurate and impartial judgement on all transaction evaluations.
• Regular coaching sessions with agents to reinforce good behavior and reform opportunities.
• Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root‑cause/data analysis and recommended action items.
• Reporting of critical errors to Operations, Training, and HR, and monitoring whether the concerned party has completed the relevant corrective action procedures.
• Attending administrative hea...