Quality Analyst

Job Summary:

We are looking for a detail-oriented and proactive Quality Analyst to assess andimprove the quality of customer interactions across both voice and non-voicechannels. The ideal candidate will ensure compliance with process standards,improve customer experience, and support team development through coaching andfeedback.

Key Responsibilities:

• Monitor, review, and evaluate inbound and outbound voice and non-voiceinteractions.• Provide regular feedback to customer service agents to improve quality andperformance.• Identify training needs and recommend process improvements.• Maintain and update quality monitoring scorecards and reporting.• Collaborate with team leads and operations to align on performance goals.• Conduct RCA (Root Cause Analysis) for quality issues and suggest correctiveactions.• Ensure adherence to company policies, compliance, and quality standards.• Participate in calibration sessions with stakeholders to maintain consistency.Requirements:• Minimum 1-3 years of experience as a QA in a BPO/customer serviceenvironment.• Hands-on experience evaluating both voice and non-voice interactions.• Strong communication, interpersonal, and analytical skills.• Proficient in MS Excel, reporting tools, and QA management systems.• Ability to work independently and handle multiple tasks effectively.• Attention to detail with a strong focus on quality and compliance.