Customer Service Quality Analyst

Job Summary:

As a Quality Auditor, you will play a crucial role in maintaining and improving the quality standards of our customer service operations. Working under the guidance of the Quality Lead, you will evaluate customer interactions across multiple channels, identify areas of improvement, and ensure adherence to company policies and service level agreements. Your insights will directly contribute to enhancing agent performance and delivering exceptional customer experiences.

Responsibility for Quality Auditor:

• Conduct regular and thorough evaluations of customer service interactions (calls, chats, emails) according to established quality standards and scorecards.
• Provide detailed, objective, and actionable feedback to agents and supervisors to support continuous improvement.
• Identify trends, recurring issues, and training needs based on audit findings and collaborate with the Quality Lead and Training teams.
• Ensure consistency and fairness in scoring by actively participating in calibration sessions led by the Quality Lead.
• Assist in updating and refining quality evaluation criteria and scorecards if needed.
• Maintain accurate records of quality assessments and generate reports as required.
• Collaborate with cross-functional teams to support process improvement initiatives based on quality data.
• Uphold confidentiality and data security standards in handling customer and company information.

Qualifications:

• Bachelor’s degree or equivalent experience in Business, Communications, or related fields.
• Previous experience in quality auditing, customer service, or call center operations is preferred.
• Strong analytical skills with attention to detail.
• Excellent communication skills, both written and verbal, with the ability to provide constructive feedback.
• Ability to work independently and as part of a team.
• Familiarity with quality management tools or QA software is a plus.
• Comfortable working in a fast-paced environment and handling multiple priorities.

Key Competencies:

• Analytical Thinking
• Attention to Detail
• Communication & Feedback Delivery
• Integrity & Confidentiality
• Team Collaboration
• Time Management