Quality Analyst

Responsibilities

• Monitor and evaluate inbound and outbound calls to ensure quality and compliance with process standards
• Provide constructive feedback to agents and teams to enhance performance and improve customer satisfaction
• Analyze trends in performance data and develop actionable insights to drive improvements
• Identify gaps in process and recommend process improvements to enhance service quality
• Create and maintain quality scorecards, reports, and performance dashboards
• Participate in calibration sessions with supervisors and managers to ensure consistent standards are met
• Ensure compliance with company policies, procedures, and industry regulations
• Train and coach agents on quality assurance and customer service best practices
• Collaborate with cross-functional teams to improve overall service delivery and client satisfaction

Requirements

• Minimum 3 years of experience in quality analysis for an international voice process
• Strong understanding of call center metrics and KPIs (FCR, AHT, CSAT)
• Excellent communication and interpersonal skills
• Proficiency in call monitoring tools and CRM systems
• Ability to analyze data and generate reports
• Strong attention to detail and problem-solving skills
• Experience with coaching and feedback delivery
• Bachelor's degree in any discipline preferred

Preferred Qualifications

• Certifications in Quality Assurance or related fields