Deskripsi Pekerjaan
iQor is a global leader in business process outsourcing (BPO) dedicated to delivering exceptional customer experiences. We are currently seeking a dedicated Quality and Compliance Analyst to join our dynamic team at our Santa Rosa site. In this role, you will be responsible for ensuring that our call center operations consistently meet the highest standards of service quality and regulatory compliance.
Your key focus will be on monitoring agent performance, conducting thorough quality assurance audits, and providing constructive feedback to drive continuous improvement. You will collaborate closely with management to identify trends, resolve compliance issues, and enhance the overall customer journey. This is an excellent opportunity for a detail-oriented professional to advance their career in a supportive and high-growth environment.
Tanggung Jawab
- Monitor and score incoming and outgoing calls to ensure adherence to scripts, tone, and quality standards.
- Analyze customer interactions to identify root causes of issues and areas for operational improvement.
- Ensure strict compliance with company policies, industry regulations, and legal requirements.
- Conduct regular training sessions and coaching meetings with call center agents to develop their skills.
- Prepare detailed reports on quality metrics, call volume, and compliance status for management review.
- Collaborate with operations and training teams to develop and update standard operating procedures (SOPs).
- Identify potential risks or compliance violations and recommend corrective actions.
Kualifikasi
- Bachelor's degree in any related field.
- Minimum of 1-2 years of experience in Quality Assurance or Compliance within a Call Center environment.
- Strong understanding of customer service standards and call center operations.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and quality monitoring tools.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced, high-volume environment.