[Remote/WFM] Quality Analyst BPO

Invest in your future with this career-defining role as a Quality Analyst BPO! This position is based in Remote and we are looking to fill it quickly. This position requires a strong and diverse skillset in relevant areas to drive success. We offer a competitive compensation package, with a salary of a competitive salary.

 

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Job Description Key Responsibilities: 1. Quality Monitoring and Evaluation: · Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. · Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: · Analyse performance metrics to identify trends and opportunities for enhancement. · Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: · Collaborate with stakeholders to identify process inefficiencies and implement improvements. · Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: · Develop and deliver comprehensive product training programs to customer service representatives. · Covering features, benefits, updates, and troubleshooting procedures related to travel products and services. 5. Coaching and Development: · Provide ongoing coaching and support to agents, addressing knowledge gaps and enhancing skills. · Support the implementation of training initiatives to improve performance and service quality. 6. Documentation and Knowledge Management: · Maintain accurate records of quality evaluations, training sessions, and improvement initiatives. · Create and update training materials, manuals, and resources to facilitate continuous learning. 7. Stakeholder Engagement and Collaboration: · Foster effective communication and collaboration with internal teams, clients, and other stakeholders. · Ensure alignment on quality objectives, training requirements, and service delivery standards. Requirements 1. Quality Monitoring and Evaluation: • Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels. • Identify areas for improvement and provide actionable feedback to agents and management. 2. Performance Analysis and Reporting: • Analyse performance metrics to identify trends and opportunities for enhancement. • Generate reports to track performance and quality outcomes, providing insights for decision-making. 3. Process Improvement and Compliance: • Collaborate with stakeholders to identify process inefficiencies and implement improvements. • Ensure adherence to regulatory requirements, company policies, and industry standards. 4. Product Training Delivery: • Develop and deliver comprehensive product training programs to customer service representatives. • Covering features, benefits, updates, and troubleshooting procedures related to travel products and services Apply Job!

 

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