Quality Analyst

Job highlights

• Required Skills

Job Description

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.

Required Skills

Data Analytics Team Management Quality Management Data Pipeline Management Process Standardisation Customer Senior Management Connect Excel skills Time Management Analyst Problem Solving skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.