Quality Analyst (Customer Support)

Quality Analyst– Contact Center

Location: Madagascar

Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office

Language Skills: French - Fluent; English - B2 Minimum

Department: Quality

Band / Designation: Quality Analyst

Role Overview

The Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure compliance with quality standards, operational procedures, and client expectations. The role focuses on identifying improvement opportunities, delivering actionable feedback, supporting calibration activities, and partnering with Operations and Training teams to drive continuous improvement in customer experience and operational performance.

Key Responsibilities

Conduct quality evaluations of customer interactions in accordance with client and internal quality standards.

Provide timely, objective, and constructive feedback to agents and Team Leads.

Identify quality trends, process gaps, and recurring performance issues through data analysis.

Participate in internal and client calibration sessions to ensure scoring consistency.

Maintain accurate quality documentation, evaluation records, and reporting.

Prepare daily, weekly, and monthly quality reports and communicate key insights.

Support Root Cause Analysis (RCA) and recommend corrective and preventive actions.

Partner with Operations, Training, and Quality leadership to improve customer experience and operational performance.

Monitor compliance with policies, procedures, and client requirements.

Escalate quality risks and compliance issues in a timely manner.

Support continuous improvement initiatives by identifying opportunities to improve processes, quality, and efficiency.

Demonstrate flexibility to support changing business priorities and client requirements.

Required Experience & Skills

2–3 years of experience in Quality Assurance within a BPO or Contact Center environment.

Strong analytical skills with the ability to identify performance trends and root causes.

Excellent verbal and written communication skills.

Strong attention to detail and objective decision-making.

Experience conducting quality evaluations, coaching sessions, and calibration exercises.

Ability to prepare quality reports and present findings to stakeholders.

Proficiency in Microsoft Excel and reporting tools.

Fluent in French (native or near-native) and B2/C1 level English.

Strong organizational and time management skills.

Ability to work collaboratively with cross-functional teams in a fast-paced environment.

Shift Requirements

Willingness to work in 24/7 rotational shifts during business requirements; Work from Office

Key Competencies

Customer Focus

Quality Assurance & Compliance

Analytical Thinking

Attention to Detail

Communication & Coaching

Root Cause Analysis

Stakeholder Collaboration

Continuous Improvement

Data-Driven Decision Making