Summary

The Quality Analyst (QA) is responsible for evaluating customer interactions, operational processes, and outputs to ensure compliance with organizational and client standards. This role plays a critical part in driving continuous improvement by identifying performance gaps, conducting root-cause analysis, and delivering actionable insights that enhance agent performance and overall customer experience.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and guidelines
• Provide timely, accurate, and constructive feedback to agents and operations teams
• Conduct calibration sessions with internal stakeholders to ensure scoring alignment and consistency
• Identify trends, gaps, and areas for improvement through data analysis and quality audits
• Perform root-cause analysis on performance issues and recommend corrective actions
• Partner with Operations and Training teams to support performance improvement initiatives
• Prepare and present quality reports, dashboards, and insights to leadership
• Ensure compliance with company policies, client requirements, and regulatory standards
• Support continuous improvement initiatives to enhance customer experience and operational efficiency

Qualifications Required

• Bachelor’s degree in business, IT, Communications, or any related field.
• At least 1 year of experience in Customer Service, or a minimum of 1 year of experience in Quality Assurance, Training, or Operations.
• Basic proficiency in data tools, including Excel (pivot tables and formulas) and BI tools such as Power BI.
• Strong analytical and problem‑solving skills, with the ability to work independently.
• Ability to perform effectively in a high‑pressure or fast‑paced environment.
• Excellent written and verbal communication skills.
• Demonstrates confidence and professionalism when delivering coaching or presenting calibration results.
• High attention to detail and accuracy.
• No issues on absenteeism or issued NTEs for the past 3 mos.