Quality Analyst - BPO/Call Center (Work From Home)

The Elite Job is seeking a dynamic and detail-oriented Quality Analyst to join our team in the BPO/Call Center industry. As a Quality Analyst, you will be responsible for monitoring, evaluating, and improving the performance of our customer support representatives. This is a Work From Home position, offering flexibility while ensuring the highest standards of service quality are maintained. The ideal candidate will have a strong analytical mindset, an eye for detail, and a passion for driving continuous improvement within a customer-focused environment.
Key Responsibilities:
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Monitor and evaluate customer service interactions, ensuring that representatives adhere to quality standards and company policies.
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Provide feedback to agents on their performance and areas for improvement.
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Conduct call calibrations and assessments to ensure consistency and accuracy in quality evaluations.
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Analyze performance data and prepare detailed reports for management, highlighting trends, issues, and areas requiring attention.
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Collaborate with training teams to develop and implement strategies for improving agent performance.
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Conduct root-cause analysis to identify systemic issues affecting service quality and propose solutions.
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Assist in developing and maintaining quality metrics, guidelines, and scoring systems.
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Participate in regular team meetings to discuss performance, share best practices, and contribute to process improvements.
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Monitor adherence to service level agreements (SLAs) and assist in achieving key performance indicators (KPIs).
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Stay updated with industry best practices and emerging trends to ensure our quality standards remain competitive.
• Required Skills and Qualifications:
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Bachelors degree in Business, Communications, or a related field (preferred).
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Proven experience as a Quality Analyst in a BPO or Call Center environment (at least 2 years).
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Strong understanding of call center metrics, KPIs, and performance evaluations.
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Exceptional attention to detail and a keen ability to identify opportunities for improvement.
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Excellent written and verbal communication skills.
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Proficient in using quality monitoring tools and software.
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Ability to work independently with minimal supervision in a remote work environment.
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Strong organizational and time-management skills.
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Ability to provide constructive feedback in a positive and professional manner.
• Experience:
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Minimum of 2 years of experience working as a Quality Analyst in a BPO/Call Center environment.
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Experience in evaluating customer interactions, conducting root-cause analysis, and preparing reports.
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Familiarity with quality assurance methodologies and tools used in call center settings.
• Working Hours:
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This is a full-time position with flexible working hours.
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The role requires availability for varying shifts to accommodate the global nature of our team and clients.
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You must be available to work remotely from home, with reliable internet and communication tools.
• Knowledge, Skills, and Abilities:
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Analytical Skills: Ability to assess customer interactions and data, identifying trends and areas for improvement.
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Communication Skills: Strong written and verbal communication skills to deliver feedback effectively and collaborate with various departments.
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Problem-Solving: Aptitude for identifying root causes of issues and recommending solutions that drive continuous improvement.
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Attention to Detail: Accuracy in evaluating interactions and assessing compliance with established standards.
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Time Management: Ability to manage time effectively, prioritizing tasks and responsibilities.
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Technology Proficiency: Familiarity with quality monitoring software, CRM systems, and reporting tools.
• Benefits:
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Work From Home: Enjoy the flexibility of working remotely from anywhere.
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Competitive Salary: Attractive compensation packages with performance-based incentives.
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Health and Wellness Benefits: Comprehensive health insurance plans, including medical, dental, and vision coverage.
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Professional Development: Opportunities for career advancement and skill development through training programs.
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Paid Time Off (PTO): Generous vacation days, sick leave, and public holidays.
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Work-Life Balance: Flexible working hours that support a healthy work-life balance.
• Why Join The Elite Job:

At The Elite Job, we pride ourselves on fostering an inclusive and collaborative work environment where employees can thrive. We offer competitive compensation, opportunities for growth, and a flexible work-from-home setup that allows you to balance your personal and professional life. As a Quality Analyst, you will have the chance to impact the quality of service delivered by our team, helping us to continuously improve and exceed customer expectations.
How to Apply:

To apply for this exciting opportunity, please submit your updated resume along with a cover letter highlighting your relevant experience and qualifications. You can apply directly through our website or send your application to us.

We look forward to receiving your application! Read more