Senior Analyst

We are seeking a skilled and detail-oriented BPO Quality Sr Analyst for our Chat/Voice Process to ensure the highest standards of customer service and operational excellence.

Requirements

• Proven experience as a Quality Sr Analyst in a BPO setting, preferably with experience in Chat/Voice process evaluation.
• Excellent verbal and written communication skills with a keen eye for detail.
• Strong analytical and problem-solving abilities to assess Chat/Voice interactions and identify areas for improvement.
• Familiarity with quality monitoring tools and Chat/Voice platforms.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports.
• Knowledge of customer service principles and practices.
• Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives.
• Flexibility to adapt to changing business needs and work in shifts, if required.