Quality Analyst - Customer Care
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Key skills for this role
About the Role
Review recorded calls, assess agent performance, ensure compliance with quality standards, and provide feedback to enhance customer experience.
Key Skills for This Role
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Overview
Review recorded calls and assess agent performance
Monitor agent performance, evaluate call quality, and ensure service standards.
Ensure compliance with quality standards
Identify communication and process gaps
Analyze data and prepare quality reports
Provide feedback to improve performance and customer experience
Conduct 1-on-1 coaching sessions with agents to identify gaps and improve productivity
Maintain documentation and collaborate with operations teams
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