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 initiatives
Develop 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 privacy
Qualifications:
Bachelor's Degree holder
has at least 2 years' experience in ITSD Quality Assurance role in the BPO setting
Strong client/stakeholder management experience
Familiarity with customer service software and quality assurance monitoring tools
Strong background with QA methodologies
Experienced with performance metrics and KPI analysis
Willing to work on site and shifting schedules
Can start ASAP