Job Description
Job Title: Quality Analyst
Job Summary: We are seeking a skilled and detail-oriented BPO Quality Analyst for our Voice Process to ensure the highest standards of customer service and operational excellence. As a Quality Analyst, you will be responsible for monitoring and assessing the quality of voice interactions between our customer service representatives and customers. Your primary focus will be to analyze voice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators.
Responsibilities
- Monitor and evaluate voice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines.
- Analyze voice transcripts for accuracy, completeness, and compliance with established protocols and procedures.
- Identify and assess customer service representatives’ performance gaps and areas for improvement based on quality metrics and performance standards.
- Provide constructive and timely feedback to customer service representatives on their voice interactions, highlighting areas of strength and areas needing improvement.
- Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations.
- Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives.
- Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review.
- Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring of voice interactions.
- Stay updated with industry best practices and trends in customer service and voice processes to continuously improve the quality evaluation process.
- Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets.
Requirements
- Bachelor’s degree in any discipline or equivalent work experience in a customer service or BPO environment.
- Proven experience as a Quality Analyst in a BPO setting, preferably with experience in voice process evaluation.
- Excellent verbal and written communication skills with a keen eye for detail.
- Strong analytical and problem-solving abilities to assess voice interactions and identify areas for improvement.
- Familiarity with quality monitoring tools and voice platforms.
- Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
- Knowledge of customer service principles and practices.
- Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
- Flexibility to adapt to changing business needs and work in shifts, if required.
The Quality Analyst plays a crucial role in maintaining the highest standards of customer service and ensuring operational excellence in the voice process. If you have a passion for quality, excellent analytical skills, and a desire to drive continuous improvement, we encourage you to apply for this position.
About Us
At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value
About The Team
eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we’ve partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.