Bpo Service Desk Quality Analyst

Key Skills: Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction.Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to support continuous improvement initiativesDevelop and implement quality assurance process and guidelines to maintain consistent and effective customer service operations.Ensure compliance with regulatory requirements, policies and industry standards related to customer interactions and data privacyQualifications:Bachelor's Degree holderhas at least 2 years' experience in ITSD Quality Assurance role in the BPO settingStrong client/stakeholder management experienceFamiliarity with customer service software and quality assurance monitoring toolsStrong background with QA methodologiesExperienced with performance metrics and KPI analysisWilling to work on site and shifting schedulesCan start ASAP