- Conduct Quality Monitoring: Perform regular assessments of interactions to ensure compliance with quality standards and identify improvement areas.
- Analyze & Report Trends: Review data, identify trends, and create reports with actionable insights for enhancing performance.
- Provide Feedback & Recommendations: Offer constructive feedback to improve agent performance and process efficiency.
- Collaborate with Stakeholders: Work with various teams to address quality issues and implement effective solutions.
- Mentor & Guide Analysts: Support junior analysts by sharing best practices and ensuring adherence to quality standards.
Proven experience of 2+ years in quality monitoring, auditing, and assessment within a contact center or related environment.English level B2-C1.Strong analytical skills to identify trends, provide actionable insights, and enhance quality standards.Proficiency in using quality monitoring tools, reporting systems, and relevant software applications.