Quality Analyst

About the job

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to become one of the top 10 global outsourcing players by 2025.

About the Role:

The Quality Analyst is responsible for monitoring customer interactions to ensure adherence to Client and Intelcia guidelines and processes. This includes monitoring agents’ performance, identifying areas for improvement, providing constructive feedback to enhance customer satisfaction, and reporting any suspicious or malicious behavior observed during monitoring.

Responsibilities:

• Monitors Contacts to observe adherence to Client’s quality requirements and Intelcia's quality policies and procedures

• Enhances the coaching process by using the recommended standards and sharing the feedback based on monitoring

• Executes the number of observations and feedback required per agent according to the Client request and/or internal standards

• Provides feedback to develop agents' opportunities (either to their supervisors or after a side-by-side monitoring

• Collects data and develops reports to inform about the top call drivers and main opportunities found

• Attends internal & external call calibration sessions following the up-to-date guidelines and variance thresholds

• Observes potential inappropriate behaviors and provides real-time alerts that are followed by immediate actions taken

Qualifications:

• Excellent command of the English and Arabic languages, with excellent verbal and written skills.

• Minimum of 6 months of experience as a Quality Analyst in a BPO

• Proficiency in using MS Office tools.

• Excellent Communication & negotiation skills.

• Customer-oriented mindset.

• Analytical and synthetic mind