Quality Analyst BPO
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
Similar Remote Jobs
Quality Analyst BPO
Posted on: 03-01-2025 07:35
HR Generalist/Recruiter (REMOTE)
Posted on: 03-01-2025 07:35
Home Kitchen Executive
Posted on: 03-01-2025 07:35
Sr. Administrator, Appeals
Posted on: 03-01-2025 07:35
Digital Support Specialist
Posted on: 03-01-2025 07:35
Data Analyst Jobs
Posted on: 03-01-2025 07:35
Voice Over Artist
Posted on: 03-01-2025 07:35
Associate (Cost Operations)
Posted on: 03-01-2025 07:35
Government Procurement Specialist
Posted on: 03-01-2025 07:35
Assistant Rural Carrier
Posted on: 03-01-2025 07:35
Senior Manager-University Relations
Posted on: 16-09-2024 00:00
Delta Airlines Careers Remote
Posted on: 26-11-2024 06:19
Apple Support Help Desk Engineer
Posted on: 02-10-2024 00:00
Work at Home Data Entry Agent (Part Time)
Posted on: 12-12-2024 19:16
Overnight CCC Staff Pharmacist (Remote), Amazon Pharmacy
Posted on: 03-01-2025 07:35
Yelp Data Entry Job (Entry Level) In Suriname
Posted on: 19-08-2024 00:00
Pizza Hut Cook
Posted on: 23-11-2024 06:29
Manager - Communications for Resy and American Express Global Dining - Brand & Consumer Communications
Posted on: 29-07-2024 17:09
Google Remote Jobs Work From Home (Full Time, Part Time, Entry Levels)
Posted on: 11-08-2024 00:00
User Experience Athlete ( Night shift, Remote)
Posted on: 08-07-2024 05:51