We are looking for self-motivated Quality Analysts to join our team. As a Quality Analyst, you will check the accuracy of data, reports, and deliverables from our frontline team to ensure they meet quality standards.
You will help identify areas for improvement and take action to boost customer satisfaction and operational efficiency.
Key Responsibilities
- Quickly resolve client escalations and queries
- Address and communicate escalated client concerns to reporting authorities
- Analyze quality data to find patterns or trends for improvement
- Ability to identify and document the root causes of quality issues
- Help create and implement quality assurance programs for excellent data quality
- Create reports and dashboards to track quality metrics and communicate with clients and internal teams
- Give feedback to the frontline team to improve their performance and knowledge
- Train team members to maintain accuracy and timely task delivery
- Lead and help team members grow in their careers
- Update Standard Operating Procedures (SOPs) and process documents weekly
- Maintain proper records for easy reference
- Meet daily targets within the set timeframe and follow project guidelines
- Keep learning through ongoing training and stay updated on best practices
- Exposure to work with international clients during night shifts
- Communicate effectively with clients through chat, phone calls, and emails during night shifts
Essential qualifications and skills
- Bachelor’s degree from an accredited college
- 1-2 years of experience as a Quality Analyst in a similar field
- Strong communication skills for providing effective feedback
- Excellent analytical and problem-solving abilities
- Experience with quality assurance software or tools is a plus
- Ability to adapt to fast-paced and dynamic work environments
If you're ready to bring your skills to a dynamic BPO environment, click the Apply button below.