Quality Analyst

We are looking for self-motivated Quality Analysts to join our incredible team. Your responsibilities will include monitoring the accuracy of data, reports, and deliverables from the frontline team to ensure it adheres to the project quality standards.

You will play a critical role in finding areas for improvement and taking corrective measures that will lead to increased customer satisfaction and operational effectiveness at large.

Key Responsibilities

• Use score sheets/tools created to conduct quality audits on agent interactions across different channels.
• Measure compliance levels concerning SLAs (service level agreements), policies, procedures, etc.
• Provide feedback to the frontline team to improve their performance and knowledge.
• Analyze quality data for trends or patterns that indicate opportunities for improvement or need corrective actions.
• Take part in the creation and implementation of quality assurance programs aimed at producing and delivering excellent data quality.
• Ensure a proper records maintenance system is put in place to facilitate easy referencing.
• Compile reports/dashboards that track quality metrics for communication purposes between clients and internal teams.
• Keep learning through continuous training and stay updated regarding best practices within the industry.

• Bachelors degree from an accredited college.
• Minimum of 1-2 years of experience as a Quality Analyst in a similar industry.
• Should possess strong communication skills with an ability to provide effective verbal and written feedback.
• Strong analytical and problem-solving skills.
• Ability to identify and document root causes for quality issues.
• Experience with any quality assurance software or tools is a plus.

• Competitive salary and benefits.
• Opportunity to work in a dynamic and fast-paced environment.
• Be part of a team that is passionate about quality and customer satisfaction.
• Strong analytical and problem-solving skills.
• Career growth and development opportunities.

If you are ready to contribute your skills to a dynamic BPO environment, click the Apply button below and become an Arcgatian!

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