**Job Summary**:
**Key Responsibilities**:
- Monitoring the quality of customer service provided by call center agent, monitoring the quality of the company's products or services by conducting inspections and quality testing.
They may also review quality reports and metrics to identify issues and trends.
- Establishing quality standards, responsible for establishing quality standards for the company's products or services.
This may involve defining technical specifications, performance requirements, quality testing, and other guidelines.
- Analyze data and create reports on call center performance.
- Develop and implement quality assurance processes and procedures to ensure consistency and accuracy in customer service delivery.
- Identifying issues: If a quality issue is found, the quality analyst is responsible for identifying the cause of the issue and developing solutions to fix it.
- Implementation of quality policies: The quality analyst may be responsible for developing and implementing policies and procedures to ensure the quality of the company's products or services.
- Escalations analysis, root cause analysis, and the required action plan with the correct format of following up with the agents closely to ensure they are performing under customer standard.
**Qualifications**:
- Bachelor Degree in Industrial Engineering, Administration, Information Technology, or any kind of related area.
- Technical skills, including proficiency in quality control tools, statistical analysis, and computer software programs.
- Strong analytical skills to identify problems, analyze data, and develop solutions.
- Communication skills to communicate with team members, management, and other departments.
- Proficiency in Microsoft Office Suite and call center technology solutions
- Ability to manage multiple tasks and projects simultaneously.