Job Summary

The Quality Analyst (QA) is responsible for monitoring and evaluating customer interactions to ensure service excellence, compliance with company policies, and adherence to quality standards. The QA provides actionable insights, coaching support, and process improvement recommendations that enhance overall customer experience and agent performance.

Key Responsibilities

Quality Monitoring & Evaluation

Listen to and evaluate inbound/outbound calls, emails, and chat interactions based on established quality parameters.
Score interactions according to QA guidelines and provide detailed, objective feedback.
Identify behavioral, technical, and process-related opportunities for improvement.

Performance & Coaching Support

Provide regular quality reviews, coaching sessions, and calibration discussions with agents and team leaders.
Deliver clear, constructive feedback and document coaching results.
Support new hire training through quality orientation, shadowing, and early performance evaluation.

Reporting & Analysis

Prepare daily, weekly, and monthly quality performance reports.
Identify trends, gaps, and recurring issues; recommend corrective actions.
Work closely with operations, training, and management teams to improve processes based on data insights.

Compliance & Process Improvement

Ensure adherence to company policies, call flow standards, and regulatory requirements.
Participate in calibration sessions, quality audits, and internal process reviews.
Recommend and help implement quality improvement strategies.

Qualifications

Bachelor's degree or equivalent work experience preferred.
Minimum of 12 years experience in a call center environment; QA experience is a plus.
Strong analytical, listening, and communication skills.
Ability to provide constructive feedback and facilitate coaching sessions.
Proficiency in QA tools, MS Excel, and reporting applications.
Detail-oriented, organized, and able to work independently.

Key Competencies

Excellent listening and problem-solving skills
Strong attention to detail
Ability to identify trends and root causes
High integrity and objectivity
Collaborative and team-focused mindset

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