The role of a Quality Analyst involves monitoring interactions, ensuring accuracy, and providing immediate feedback to the floor. This includes coordinating call calibration and training sessions, publishing quality trends, and conducting quality monitoring and coaching. The role also involves producing quality reports and dashboards, driving process improvement, contributing to process development, and ensuring quality and CSAT FCR targets are met. The ideal candidate should have excellent communication skills, excellent listening and analytical skills, and an intermediate level of knowledge in MS-Office. Minimum 6 months of experience in both inbound and outbound projects is required.
