Quality Analyst

Description

**Job Objective** Monitor, evaluate, and ensure the quality of interactions between agents and customers, verifying compliance with protocols, policies, performance metrics, and service standards, with the goal of improving customer experience and the call center’s operational performance. **Main Responsibilities** * Monitor calls, chats, emails, and other customer service channels. * Evaluate agent performance using quality assessment forms. * Identify areas for improvement and provide feedback. * Prepare quality reports and metrics. * Verify compliance with scripts, processes, and policies. * Follow up on improvement plans and calibration sessions. * Identify recurring incidents and propose improvements. * Participate in training sessions and coaching activities. * Validate adherence to KPIs and SLAs. * Document monitoring findings and evidence. **Required Experience** * 1 to 2 years in: * Call center * Quality monitoring * Customer service * Operational auditing * Training or coaching. **Skills** * Effective communication. * Active listening. * Attention to detail. * Information analysis. * Objectivity. * Problem solving. * Organization. * Teamwork. * Conflict management. **Work Schedule** * Full-time. * Flexible availability. * On-site work. Application Question(s): * Which call center have you worked at? Experience: * Quality analyst: 1 year (Preferred) Work Location: On-site employment