iSON Xperiences is a specialist in proactive customer engagement and customer experience management, partnering with leading brands to optimize their customer experience, revenue generation, and business process management across the enterprise. We are currently seeking a Quality Analyst for our offshore operations.
The Quality Analyst will be responsible for ensuring excellence in call quality standards. The Quality Analyst will be required to conduct live call monitoring, evaluation of calls, provide constructive feedback through coaching sessions, schedule and facilitate call calibration sessions as appropriate, prepare quality reports, and identify and implement quality initiatives for continuous improvement.
Responsibilities
Conduct live call monitoring and evaluation of calls to ensure compliance with excellence standards.
Provide constructive feedback to Customer Care Executives through regular coaching sessions.
Schedule and facilitate call calibration sessions as appropriate.
Prepare and analyze quality reports to track performance and identify trends.
Identify and implement quality initiatives aimed at continuous improvement.
Perform technical tasks such as installing applications on production environments, troubleshooting issues, taking backups of data, and performing necessary system upgrades.
Requirements
Bachelor's degree in a related field of study.
Minimum of 2 - 3 years’ experience in the BPO sector managing offshore clients.
High level of confidence and ability to establish communication with others.
Demonstrated excellent product knowledge.
Ability to develop and influence others.
Proficient in preparing and analyzing data.
Proficient in MS Word, Excel, and PowerPoint.
Strong coaching skills to provide constructive feedback to Customer Care Executives.
Excellent communication and organizational skills.
Prior exposure to Green Belt or Yellow Belt certification will be an added advantage.
Prior experience in managing or handling Quality processes is an added advantage.
Technical proficiency to install applications, troubleshoot issues, and manage data backups.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as the subject of the email.
How to Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as the subject of the email.
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