Be among the first 25 applicants for the quality analyst position at iterum connections, a bpo specializing in contact center outsourcing.
job title: quality analyst
the quality analyst is responsible for assessing the performance of customer service agents. This includes monitoring inbound and outbound calls and emails, evaluating responses, and ensuring compliance with company policies. The role involves developing and implementing quality processes, as well as recommending improvements to training materials to enhance customer experience.
key responsibilities:
1. monitor calls and emails, providing trend data to management.
2. evaluate interactions based on established indicators.
3. provide constructive feedback to agents.
4. create action plans for staff training.
5. calibrate evaluation indicators with operations, clients, and the quality team.
6. maintain up-to-date knowledge of products.
7. generate reports related to quality assessments.
8. assist in designing call monitoring formats and quality standards.
9. monitor email responses for customer care.
10. provide actionable insights to support teams.
11. facilitate calibration sessions for call center staff.
12. analyze and prepare quality reports for management review.
requirements:
1. minimum 6 months of experience in qa or related roles.
2. strong verbal and written communication skills.
3. proficiency in microsoft office.
4. ability to analyze data effectively.
5. strong teamwork skills to meet performance goals.
6. effective communication across all management levels.
7. excellent organizational and prioritization skills.
8. decision-making and problem-solving under pressure.
9. ability to adapt in a fast-paced environment.
10. maintain confidentiality and professionalism.
additional details:
* location: puebla, mx
* schedule: full-time, based on operational needs
* seniority level: entry level
* employment type: full-time
* job function: quality assurance
* industries: outsourcing and offshoring consulting
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