About Me
• Conduct regular call and case audits for international voice and non voice processes to ensure compliance with SOPs, regulatory standards, and client guidelines.
• Analyze QA scores, CSAT, FCR, AHT, and defect trends to identify root causes and recommend corrective actions.
• Participate in calibration sessions with operations and training teams to maintain audit consistency and scoring accuracy.
• Deliver clear, actionable feedback to agents, supporting performance improvement and quality enhancement.
• Prepare and maintain daily, weekly, and monthly QA reports, highlighting risk areas and improvement opportunities.
• Support process improvement initiatives by identifying gaps, updating checklists, and reinforcing best practices.
Top Skills
Quality Analyst | International BPO | Quality Audits | Compliance | CSAT | FCR | AHT | Calibration | Root Cause Analysis | Process Improvement | Voice & Non Voice | QA Reporting | SOP Adherence | Customer Experience | Risk & Controls
My Expertise
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$3/hr
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