Quality Auditing Analyst
Full-time
Bravissimo Resourcing Inc.
- Monitor and evaluate: Listen to and review customer interactions like calls, chats, and emails to assess adherence to company standards and policies.
- Provide feedback: Deliver constructive and detailed feedback to customer service agents to help them improve their performance and skills.
- Analyze data: Review performance metrics and other data to identify trends, pinpoint areas for improvement, and measure the effectiveness of quality initiatives.
- Ensure compliance: Make sure services and interactions comply with internal standards, client expectations, and relevant industry regulations.
- Implement improvements: Develop and implement strategies and action plans to enhance service quality and customer satisfaction.
- Collaborate and train: Work with management and training teams to develop quality assurance policies, procedures, and training programs.
- Maintain records: Keep detailed and organized records of evaluations, agent progress, and quality assurance reports.
- Communication: Excellent written and verbal communication skills for providing feedback and creating reports.
- Analytical skills: Ability to analyze data, identify trends, and use findings to drive improvements.
- Problem-solving: Critical thinking skills to identify issues and develop effective solutions.
- Attention to detail: Meticulous attention to detail to ensure accuracy in evaluations and reports.
- Coaching/Mentoring: Ability to provide coaching and support to agents to help them develop.
- Technical skills: Familiarity with QA tools and basic knowledge of business metrics.
- Customer service quality assurance job description.
- College degree
- Minimum 1 year QA experience in a BPO setup
- Knowledgeable in Root Cause Analysis
- Must have blended account experience (Voice and Non-Voice)
- Strong analytical and problem-solving skills
- Ability to monitor and assess both voice and non-voice processes
- Familiarity with QA tools and BPO quality standards
- Effective communication skills for reporting findings and improvement recommendations
- Amenable to work in shifting schedule
- Must be bachelor's degree
- At least 1 year QA experience for BPO setup
- Knowledgeable in doing Root Cause Analysis
- Must have blended account experience (Voice and Non Voice)
Required skills
Key Requirements:
Vacancy posted 4 days ago
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