Quality Analyst

Role Overview: A detail-oriented and process-driven Quality Analyst (QA) to monitor and evaluate the quality of interactions (Inbound, Outbound, Chat & Email) handled by the Customer Service team. The QA will ensure adherence to process standards, identify gaps, and recommend actionable improvements to enhance customer satisfaction and service excellence.

✅ Quality Monitoring:

• Monitor and evaluate the quality of Voice (Inbound & Outbound), Chat, and Email interactions using standard evaluation forms and scorecards.
• Assess communication (clarity, grammar, tone), adherence to process, issue resolution, and overall customer handling.

✅Feedback & Coaching:

• Share timely, constructive, and actionable feedback with agents and team leaders.
• Collaborate with Team Leaders to drive improvement through coaching and performance enhancement plans.

✅ Process Compliance:

• Ensure strict adherence to internal SOPs, regulatory guidelines, and company policies across all channels.
• Conduct periodic audits to check compliance and identify process deviations or risk areas.

✅ Reporting & Analysis:

• Maintain detailed records of CSAT, NPS, audit findings, scorecards, and quality reports.
• Generate daily/weekly/monthly quality MIS reports highlighting key trends, errors, and improvement areas.
• Analyze errors to determine training needs and process gaps.

✅ Calibration & Quality Standardization:

• Participate in regular calibration sessions with Operations, Training, and other stakeholders to maintain consistency in evaluations.
• Update QA forms, checklists, and scoring mechanisms as processes evolve.

✅ Process Improvement:

• Recommend process improvements, SOP updates, and customer handling guidelines based on audit outcomes.
• Contribute to knowledge base (FAQs, scripts) enhancement to reduce errors and improve FCR & CSAT.

✅ Customer Escalation Audits:

• Investigate and audit escalated cases to determine root causes and prevent recurrence.