Quality Analyst - Customer Care
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Key skills for this role
About the Role
Review and assess agent performance, monitor call quality, analyze data, provide feedback, and ensure compliance with quality standards in customer service.
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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