Job Description
What You'll Do:Monitor & Evaluate: Perform regular call and transaction monitoring to evaluate agent performance against quality standards and compliance guidelines.Provide Feedback: Deliver timely, constructive, and objective feedback to agents and team leaders to drive performance improvement.Analyze Trends: Identify and report on emerging quality trends, common errors, and root causes.Calibrate: Participate in and lead quality calibration sessions with operations and training teams.What You'll Bring:Bachelor's Degree in any field.Minimum 1 year of experience as a Quality Analyst, Quality Specialist, or similar role within a BPO/Call Center environment.Proven ability to meet and exceed quality evaluation targets.Exceptional listening, analytical, and communication skills.Strong understanding of BPO metrics and customer service best practices.Proficiency with quality monitoring tools.
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