Quality Analyst (BPO)

Quality Analyst | Drive Operational Excellence & Coach Frontline Teams

Job Type: Full-Time

Industry: Call Center / BPO / Operations

Why Join Us?

Are you a BPO professional with an eye for detail and a passion for helping others succeed? As a Quality Analyst, you won’t just be scoring calls—you will be an essential driver of agent growth, customer satisfaction, and operational success.

We offer a collaborative environment, clear career progression, and the chance to directly influence front-line customer experience across multi-channel support operations.

What You Will Do

• Audit & Evaluate: Monitor customer interactions across voice, chat, email, and digital channels to maintain top-tier service standards.
• Coach & Develop: Deliver actionable, constructive feedback to frontline agents and partner with Training & Ops teams to bridge skill gaps.
• Analyze & Report: Track team quality metrics and build insightful performance dashboards for account leadership.
• Align Standards: Lead and participate in regular calibration sessions to ensure scoring consistency across teams.
• Optimize Processes: Help refine QA scorecards, rubrics, and workflows to boost operational efficiency.
• Ensure Compliance: Guarantee strict adherence to client requirements, data privacy standards, and regulatory guidelines.

What We Are Looking For

• Work Experience: At least 1–2 years of BPO experience, preferably in a QA, auditing, or coaching capacity.
• Education: High School Diploma required; College degree or coursework is a plus.
• Communication Skills: Excellent active listening skills combined with strong written and verbal communication.
• Technical Proficiency: Familiarity with QA monitoring tools, CRM platforms (e.g., Salesforce, Zendesk), and MS Office (Excel, Word, PowerPoint).
• Core Strengths: High attention to detail, strong problem-solving skills, and a true customer-first mindset.

Perks & Benefits

• Competitive salary package + performance incentives
• Comprehensive HMO coverage starting [Day 1 / After Probation]
• Clear pathways for internal mobility and leadership growth
• Supportive, team-oriented work environment