Quality Analyst

Job Title: Call Quality Analyst

Core Responsibilities

• Monitor, evaluate, and score a designated number of live and recorded customer interactions weekly.
• Audit agent performance against a standardized quality scorecard, focusing on accuracy, compliance, and soft skills.
• Provide objective, detailed feedback and coaching to customer service agents and team leaders.
• Participate in regular calibration sessions to ensure uniform grading across the QA and management teams.
• Identify performance gaps, compliance risks, and operational bottlenecks through root-cause analysis.
• Generate daily, weekly, and monthly reports highlighting team quality scores, trends, and areas for improvement.
• Collaborate with the training and operations teams to update scripts, knowledge bases, and onboarding materials.

Qualifications & Experience

• High school diploma or equivalent; Bachelors degree in Communications, Business, or a related field is preferred.
• 2+ years of experience in a contact center or customer support environment.
• 1+ years of direct experience in quality assurance, compliance monitoring, or agent coaching is a strong plus.
• Strong analytical skills with the ability to manage data in Excel or Google Sheets.

Key Competencies

• Attention to Detail: Ability to spot minor errors in compliance, process execution, or soft skills.
• Communication: Strong written and verbal communication skills to deliver tactful, actionable feedback.
• Problem-Solving: Capability to identify recurring customer friction points and recommend systemic fixes.
• Objectivity: Ability to grade evaluations strictly based on criteria, free from personal bias.

Interested Candidates can directly share their CV's on 9311501270