QualityAnalyst

Evaluate and monitor the quality of service provided by customer support teams, ensuring adherence to company standards.Conduct assessments of customer interactions across various platforms, including chat and call systems.Analyze banking transactions related to credit/debit cards, payments, and fraud detection to ensure service quality.Collaborate with training teams to identify areas for improvement and create effective training methodologies.Prepare training materials and presentations to facilitate ongoing education and improvement.Implement Training Needs Identification (TNI) and Training Needs Analysis (TNA) for quality training assessments.Monitor On-the-Job Training (OJT) effectiveness and optimize training metrics.Provide feedback and coaching to customer support agents based on performance evaluations.Maintain documentation of quality assessments and training sessions for tracking improvement areas. Required Skills and Qualifications: Minimum of 5 years of experience in international BPO environments.Expertise in quality assurance and process training, specifically in banking operations.Strong communication skills with an emphasis on coaching and feedback.Proficiency in preparing training materials and conducting quality assessments.Familiarity with performance metrics and assessment tools.Continuous career progression with no gaps in overall experience is preferred.Ability to work from the office, with transport provided. Additional Information: The Quality Analyst will be expected to uphold high standards of quality assurance and stay updated on industry trends. Candidates should demonstrate a commitment to continuous improvement and operational excellence. Contact Details: For inquiries or to apply, please contact: Raees Phone: 9063238178 Email: nexgenhiringexperts@gmail.com .