Job Description
What You'll Do:
- Monitor & Evaluate: Perform regular call and transaction monitoring to evaluate agent performance against quality standards and compliance guidelines.
- Provide Feedback: Deliver timely, constructive, and objective feedback to agents and team leaders to drive performance improvement.
- Analyze Trends: Identify and report on emerging quality trends, common errors, and root causes.
- Calibrate: Participate in and lead quality calibration sessions with operations and training teams.
What You'll Bring:
- Bachelor's Degree in any field.
- Minimum 1 year of experience as a Quality Analyst, Quality Specialist, or similar role within a BPO/Call Center environment.
- Proven ability to meet and exceed quality evaluation targets.
- Exceptional listening, anal...