The Role
The Quality Analyst is responsible for ensuring compliance, monitoring customer service interactions, conducting audits, analyzing data, and enhancing customer satisfaction in a BPO setting.
Summary Generated by Built In
- RESPONSIBILITIES:
- Ø Responsible
for responding to customer inquiries and complaints regarding company records,
billings, contract renewals, and supply returns.
- Ø Answers
and initiates a variety of real-time inbound and outbound voice-based
communications in English or other languages to support customer
care.
- Ø Responsible
for activities involving quality assurance and compliance with applicable
regulatory requirements.
- Ø Monitor
customer service interactions as well as representative adherence to policy /
practice as input for training purposes.
- Ø Directs
and/or manages all activities associated with Call Center operations.
- Ø Conducts
audits and reviews/analyzes data and documentation
- Ø Uses
the organization's resources to enhance customer satisfaction
- Ø Evaluates
improvements to various systems
- Ø Ensures
that data and information are sufficiently accurate and reliable
- Ø Participates
in design of call monitoring formats and quality standards
- Ø Performs
call monitoring and provides trend data to site management team.
- Ø Uses
quality monitoring data management system to compile and track performance at
team and individual level.
- Ø Monitors
email customer contacts.
- Ø Participates
in customer and client listening programs to identify customer needs and
expectations.
- Ø Provides
actionable data to various internal support groups as needed.
- Ø Coordinates
and facilitates call calibration sessions for call center staff.
- Ø Provides
feedback to call center team leaders and managers.
- Ø Prepares
and analyzes internal and external quality reports for management staff review.
- Ø All
other duties as assigned.
Requirements
- Ø Should
have finished at least 2 years in college or equivalent.
- Ø Should
have at least 1-2 years of solid experience as a Quality Analyst in a BPO
Setting
- Ø Good
Written and Oral English communications skills
- Ø Results-oriented
and patient at work
- Ø Willing
to work extended shifts, holidays and weekends
- Ø Excellent
Interpersonal Skills
- Ø A
Team-player
- Ø Amendable
for a work in-center set-up
Skills Required
- Finished at least 2 years in college or equivalent
- 1-2 years of solid experience as a Quality Analyst in a BPO setting
- Good written and oral English communications skills
- Results-oriented and patient at work
- Willing to work extended shifts, holidays and weekends
- Excellent interpersonal skills
- A team player
- Amendable for a work in-center set-up
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The Company
What We Do
OP360 is a US-headquartered BPO provider offering intelligent customer experience and outsourcing solutions. They partner with ambitious global brands to make scaling easy, specializing in customer support, back-office operations, and AI services across diverse industries.
