Quality Analyst

Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions using approved quality scorecards. Conduct regular quality audits according to the agreed plan. Ensure evaluations are accurate, objective, and consistent with quality standards. Identify trends, recurring issues, and compliance risks. Provide timely, constructive, and actionable feedback to agents and Team Leaders. Participate in coaching sessions and calibration meetings to ensure evaluation consistency. Monitor improvement plans and follow up on identified performance gaps. Recognize best practices and share them across teams. Ensure agents comply with company policies, client requirements, data privacy regulations, and call handling procedures. Identify critical compliance failures and elevate them promptly. Support internal and external quality audits. Prepare daily, weekly, and monthly quality reports. Analyze quality trends and identify root causes of performance issues. Present findings and recommendations to Operations and Leadership teams. Track quality KPIs and initiatives. Recommend process improvements that enhance customer experience and operational efficiency. Support updates to quality scorecards, SOPs, and knowledge base documentation. Partner with Training, Operations, and Workforce Management teams to improve service delivery.

Requirements

• Bachelor's degree in Business Administration, Customer Service, Communications, or a related field.
• 2–3 years' experience in a call center environment.
• At least 1 year of experience in Quality Assurance, Quality Monitoring, or Team Leadership is preferred