About this document

QA by d268300 is a document available to read on EtoBox.

A Quality Analyst (QA) in a BPO is responsible for monitoring customer service agents to ensure high-quality service, compliance with guidelines, and identifying training needs. They add value by improving customer satisfaction, maintaining consistency, reducing errors, and driving process improvements. Calibration sessions are essential for aligning evaluators on quality standards and reducing score variance among different evaluators.

Author

d268300

Language

EN