Senior Quality Analyst

Roles and Responsibilities

Conduct call audits to ensure quality standards are met. Evaluate calls based on predefined criteria, providing feedback to agents for improvement. Collaborate with team members to identify areas of excellence and implement process improvements. Develop and maintain calibration materials, ensuring accuracy and relevance. Provide constructive feedback to agents, promoting continuous learning and development.

Desired Candidate Profile

2-7 years of experience in a similar role (quality analyst or call auditor). Strong understanding of QC tools such as Call Quality, Call Calibration, Call Monitoring, Quality Audit, etc. Excellent communication skills with ability to provide clear feedback effectively.