Quality Analyst at Pacifica Continental

Location: Lima, Department of Lima
Type: Full-time

Description

The Quality Analyst will monitor and evaluate voice interactions between customer service representatives and clients to ensure compliance with quality standards. They will analyze interactions to verify accuracy, completeness, and adherence to protocols, identifying performance gaps and providing constructive feedback. The analyst will collaborate with the training team to develop training programs and maintain accurate records.

Required Skills

Monitoring and Evaluation
Analysis Skills
Performance Gap Identification
Feedback Provision
Training Collaboration
Record Keeping
Calibration Sessions Participation
Communication Skills
Analytical and Problem-Solving Skills
Teamwork and Independent Work
Microsoft Office Proficiency
Report Generation Experience
English Language Proficiency

Additional Information

Required Previous Experiences: Proven experience as an Analyst in a BPO environment, preferably in evaluating voice processes.
entry-level candidate must have proven experience as an Analyst in a BPO or call center environment, specifically evaluating voice interactions?
Preferred Qualifications: Excellent verbal and written communication skills, with strong attention to detail.
Strong analytical and problem-solving skills to evaluate voice interactions and identify areas for improvement.
Ability to work independently and as part of a team, effectively managing multiple priorities and deadlines.
Proficiency in Microsoft Office (Word, Excel, PowerPoint) and experience producing reports.