AM Quality / Sr. Quality Analyst - International Voice

Location

Responsibilities

• Conduct call audits and quality checks to ensure adherence to quality standards
• Monitor calls to identify areas for improvement and provide feedback to agents
• Develop and implement quality assurance processes to enhance customer experience
• Collaborate with the team to identify and resolve quality-related issues
• Conduct root cause analysis (RCA) to identify and address underlying causes of quality issues
• Develop and implement training programs to improve agent performance
• Manage and develop a team of quality analysts to ensure high-quality performance
• Analyze data to identify trends and areas for improvement in quality metrics

Requirements

• 3-8 years of experience in quality assurance or a related field
• Strong knowledge of quality assurance principles and practices
• Excellent analytical and problem-solving skills
• Ability to work effectively in a fast-paced environment
• Strong communication and interpersonal skills
• Ability to manage and develop a team of quality analysts
• Proficiency in SQL and data analysis tools
• Experience with 7QC and 7QC Tool is a plus
• Experience with call monitoring and quality check tools is a plus

Benefits

• Opportunity to work with a leading company in the industry
• Competitive salary and bonus structure
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Access to training and development programs
• Recognition and rewards for outstanding performance