Quality Analyst

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure adherence to quality standards, and help improve overall customer experience. The ideal candidate will work closely with customer support teams, provide constructive feedback, and drive continuous process improvements.

• Monitor and evaluate inbound and outbound customer interactions to ensure adherence to quality standards and company guidelines.
• Conduct regular quality audits, score calls, and provide constructive feedback to improve agent performance.
• Identify process gaps, recurring customer issues, and recommend corrective actions to enhance service quality.
• Prepare and maintain quality reports, performance dashboards, and audit documentation.
• Collaborate with Team Leaders and Trainers to drive continuous improvement and coaching initiatives.
• Ensure compliance with company policies, client requirements, and standard operating procedures (SOPs).
• Participate in calibration sessions to maintain consistency in quality evaluations.
• Monitor key performance metrics such as Quality Score, CSAT, FCR, AHT, and Compliance.

• Strong verbal and written communication skills.
• Excellent analytical and problem-solving abilities.
• Attention to detail and strong observation skills.
• Knowledge of quality monitoring tools and audit methodologies.
• Proficiency in MS Excel, MS Word, and reporting tools.
• Ability to provide constructive feedback and coach team members.
• Good understanding of customer service metrics and quality standards.
• Ability to work independently and collaboratively in a fast-paced environment.

• Bachelor's degree in any discipline.
• 1–5 years of experience as a Quality Analyst in a Call Centre/BPO environment.
• Experience with customer support processes, quality frameworks, and performance management is preferred.