Quality Analyst

Position Description: The Quality Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with company standards, client requirements, and industry best practices. This role plays a key part in enhancing the customer experience, coaching agents, and driving operational excellence.

Functions:

• Monitor and evaluate customer interactions across voice, chat, email, or other support channels.
• Assess agent performance based on accuracy, communication skills, compliance, and customer satisfaction.
• Provide constructive feedback, coaching, and actionable insights to agents for continuous improvement.
• Track quality scores and generate reports for team leads, supervisors, and management.
• Collaborate with Training and Operations teams to identify trends, skill gaps, and training needs.
• Participate in calibration sessions to ensure scoring consistency across QA team members and leadership.
• Assist in developing quality standards, scorecards, and evaluation guidelines.
• Ensure compliance with client requirements, company policies, and regulatory guidelines.
• Recommend process improvements to enhance efficiency and customer experience.

Qualifications and Requirements

• At least a High School Graduate; College level or Graduate preferred.
• Minimum 1–2 years of BPO experience, preferably in a QA or coaching role.
• Strong analytical, listening, and communication skills.
• Ability to provide clear, constructive feedback in a professional manner.
• Proficiency in using QA tools, CRM systems, and MS Office applications.
• Excellent attention to detail, time management, and organizational skills.
• Strong problem-solving abilities and a customer-first mindset.

Technical Skills

• QA tools and evaluation software
• CRM systems (e.g., Salesforce, Zendesk)
• Microsoft Office (Excel, Word, PowerPoint, Outlook)