Quality Analyst

About the role

The Quality Analyst ensures that all customer interactions—calls, emails, chats, and other channels—meet the highest standards of quality, compliance, and customer experience. You will work closely with agents, team leaders, and operational managers to monitor performance, provide actionable feedback, and drive continuous improvement.

Key responsibilities

• Monitor inbound and outbound calls, emails, chats, and other interactions using approved quality scorecards.
• Conduct regular quality audits according to the agreed schedule.
• Identify trends, recurring issues, and compliance risks, and escalate critical failures promptly.
• Provide timely, constructive feedback to agents and team leaders.
• Participate in coaching sessions, calibration meetings, and follow‑up on improvement plans.
• Prepare daily, weekly, and monthly quality reports and present findings to Operations and Leadership teams.
• Track quality KPIs, recommend process improvements, and support updates to scorecards, SOPs, and knowledge‑base documentation.
• Collaborate with Training, Operations, and Workforce Management to enhance service delivery.

Required profile

• Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field.
• 2–3 years of experience in a call‑center environment.
• At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership (preferred).
• Strong analytical mindset with the ability to identify root causes and propose solutions.

Required skills