Quality Analyst - Offshore

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; providing constructive feedback through coaching sessions; scheduling and facilitating call calibration sessions as appropriate; preparing quality reports; identifying and implementing quality initiatives for continuous improvement.

Key Responsibilities

• Conduct live call monitoring and evaluation of customer calls to ensure excellence in quality standards.
• Provide constructive feedback and professional development through structured coaching sessions for Customer Care Executives.
• Schedule and facilitate call calibration sessions as appropriate to maintain consistency in evaluations.
• Prepare and analyze comprehensive quality reports to identify trends and areas for improvement.
• Identify and implement quality initiatives focused on continuous improvement of business processes.
• Install applications on production environments, troubleshoot technical issues, manage data backups, and perform necessary system upgrades.

Requirements and Qualifications

• Bachelor's degree in a related field of study.
• Minimum of 2 - 3 years’ experience in the BPO sector specifically managing offshore clients.
• High level of confidence and the ability to establish effective communication with others.
• Demonstrated excellent product knowledge.
• Proven ability to develop and influence others through mentorship.
• Good at preparing and analyzing complex data sets.
• Proficiency in Microsoft Office Suite (MS Word, Excel, and PowerPoint).
• Prior exposure to Green Belt or Yellow Belt (Six Sigma) certification is an added advantage.
• Prior experience in managing or handling specialized quality processes is an added advantage.
• Must be technically capable of installing applications on production environments, troubleshooting issues, and managing data backups.

Skills

• Excellent communication and organizational skills.
• Strong analytical skills for data preparation and trend analysis.
• Effective coaching and interpersonal skills.
• Technical troubleshooting and system maintenance abilities.

How to Apply

Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position title "Quality Analyst - Offshore" as the subject of the email.