Call Center Quality Analyst

The Quality Analyst is responsible for monitoring and evaluating agent performance, providing coaching, and supporting program quality assurance standards to drive continuous improvement.

Responsibilities

• Audit daily customer interactions (calls, emails, chats) for quality and compliance.
• Provide constructive coaching and feedback to agents and supervisors.
• Host weekly performance calls and lead live call listening sessions with the client.
• Facilitate role-play coaching focused on script adherence and objection handling.
• Participate in calibration and contribute to performance improvement strategies.
• Maintain updated QA documentation and reporting.

Requirements

• Minimum 2 years of experience in Quality Assurance or Customer Service.
• Familiarity with audit processes and call monitoring is preferred.
• Excellent verbal and written communication in English.
• Strong analytical, observational, and detail-oriented skills.
• Solid understanding of call center metrics and QA methodology.
• Experience with reporting (Excel) and providing feedback.
• Proactive mindset and ability to work independently.