Quality Analyst

SUMMARY:
Our client is looking for a experienced Quality Assessor (QA) with 2-3 years of experience to join their UK Insurance campaign. This role requires strong communication, coaching, and feedback skills to support agents, team leaders, and overall performance improvement.

POSITION INFO:

Key Responsibilities:

• Call Monitoring & Evaluation: Assess 80-100 calls per day for compliance with regulatory standards, customer service quality, and sales effectiveness.
• Coaching & Feedback: Provide real-time coaching and feedback to agents when required, ensuring they understand performance gaps and areas for improvement.
• Effective Communication: Engage with team leaders and management to discuss quality trends, agent performance, and action plans.
• QA Tracker Maintenance: Keep the QA tracker updated daily with accurate call assessments, feedback logs, and performance insights.
• Reporting & Insights: Identify trends, common issues, and training needs based on QA assessments and provide structured reports.
• Process Improvement: Collaborate with the QA and Operations teams to recommend process enhancements that improve agent performance and customer experience.

Qualifications & Experience:

• Experience: 2-3 years in a Quality Assessor, Compliance, or Call Monitoring role within a BPO Sales environment.
• Software Proficiency: Experience with QA monitoring tools, CRM systems, and reporting dashboards.