Job Description
Key Responsibilities
- Conduct quality audits on customer interactions (calls, chats, and emails).
- Evaluate agent performance against quality and client standards.
- Provide timely, actionable feedback to Operations and frontline teams.
- Analyze quality trends and identify opportunities for process improvement.
- Prepare and present quality reports, calibrations, and insights to stakeholders.
- Participate in client calibrations and quality review sessions.
- Ensure compliance with account policies, procedures, and regulatory requirements.
- Partner with Operations, Training, and Leadership teams to improve customer experience and business performance.
Qualifications
- Mandatory: Prior experience supporting the Expedia account/program.
- At least 2 years of Quality Analyst experience in a BPO environment.