Quality Auditor / Analyst-BPO

Profile - BPO Quality Analyst

Location - Noida

Experience - 2+ Years

Job Description for BPO Quality Analyst:

The BPO Quality Analyst is responsible for ensuring the delivery of high-quality customer service in a BPO environment. This role involves evaluating and monitoring customer interactions (calls, chats, emails) to assess agent performance and compliance with company standards. The key responsibilities include:

• Conducting quality audits of customer interactions to ensure adherence to process and quality standards.
• Analyzing performance data and providing actionable feedback to agents and team leaders.
• Identifying areas of improvement and suggesting process enhancements to improve customer experience.
• Preparing and generating quality reports to track performance trends.
• Coaching and training agents ...