Call Center Quality Analyst

Job Description

Alghanim Industries is seeking a Call Center Quality Analyst to monitor, evaluate, and improve the quality of customer interactions within the contact center. The role involves reviewing calls, providing constructive feedback, identifying training needs, and ensuring compliance with company quality standards. The successful candidate will work closely with team leaders to improve agent performance and customer satisfaction. This position is essential for maintaining consistent service excellence across the contact center.

Key Responsibilities
Monitor and evaluate customer interactions.
Conduct quality audits using established scorecards.
Provide coaching and feedback to call center agents.
Identify training opportunities based on performance analysis.
Ensure compliance with quality standards and procedures.
Prepare quality performance reports and dashboards.
Analyze customer feedback and recommend improvements.
Collaborate with team leaders on performance enhancement.
Maintain documentation of quality evaluations.
Support continuous improvement initiatives.
Requirements