Description

You will audit customer interactions and monitor calls to ensure adherence to defined quality standards. You own the end-to-end quality analysis process, from data collection to trend reporting.

Responsibilities

• Audit customer calls and monitor interactions to provide actionable insights to management.
• Coordinate quality sessions, provide direct feedback to agents, and facilitate process improvements.
• Analyze root causes of defects using quality tools and report trends to management.
• Generate daily, weekly, and monthly quality reports to track progress and performance.
• Escalate unresolved issues to relevant teams and work toward resolution.

Required Skills

• 4+ years of experience in quality analysis or call monitoring.
• Proficiency in Manual Testing.
• Hands-on experience with CRM systems.
• Working knowledge of SQL.
• Experience using Jira for issue tracking.
• Understanding of 7QC tools for defect analysis.
• Bachelor's degree in Computer Science.

Key Skills

Education

Bachelor's degree in Computer Science