Quality Analyst

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer service interactions in a BPO setting. The QA will ensure agents deliver consistent, high-quality service aligned with business standards and customer expectations. The ideal candidate should be passionate about quality, process improvement, and customer experience.

Key Responsibilities:

* Monitor and evaluate inbound customer interactions (calls, chats, emails) to assess agent performance.

* Ensure adherence to company policies, quality standards, and compliance guidelines.

* Identify gaps in communication, process adherence, product knowledge, and customer handling.

* Provide actionable feedback to team leaders and agents to improve performance.

* Work closely with the Training and Operations teams to address recurring issues and develop improvement plans.

* Participate in calibration sessions to align QA standards across the floor.

* Analyze QA data and prepare daily/weekly/monthly quality reports.

* Assist in developing quality monitoring formats and scorecards.

* Track and report CSAT-related quality issues and trends.

* Identify and suggest process improvement opportunities to enhance the customer experience.

* Ensure continuous improvement by conducting root cause analysis (RCA) for low quality scores.

Key Performance Indicators (KPIs):

* Quality Score (%)

* Number of Evaluations Completed

* Accuracy of Evaluations

* Agent Improvement Post-Feedback

* CSAT and NPS (Net Promoter Score) Trend Analysis

* Calibration Scores

* Error Rate/Defect Rate

Requirements:

* Proven experience as a Quality Analyst in a BPO or call center environment.

* Excellent listening, analytical, and communication skills.

* Strong understanding of customer service KPIs (CSAT, AHT, FCR).

* Knowledge of QA tools and CRM systems.

* Ability to give constructive feedback and drive performance improvement.

* Proficient in MS Office (Excel, PowerPoint, Word).

* Flexible to work in shifts and meet tight deadlines.

Preferred Qualifications:

* Bachelor's degree or equivalent.

* Exposure to international voice processes.

* Experience with quality frameworks (e.g., COPC, Six Sigma) is a plus.