Quality Analyst

Position Objective:

To uphold and monitor adherence to quality standards within the contact center by conducting performance audits, analyzing customer interactions, and supporting the continuous improvement of service delivery through actionable insights and collaboration with key stakeholders.

Specialized Duties:

• Understand, document, and monitor compliance with quality standards across all relevant campaigns.
• Analyze the structure and ideal flow of calls, including expected behaviors and service outcomes.
• Audit randomly selected and targeted calls to evaluate alignment with service protocols and campaign expectations.
• Assess call strengths and weaknesses and provide structured feedback to Account Managers and the L&D team.
• Set and communicate clear quality benchmarks, performance thresholds, and QA evaluation methodologies.
• Conduct in-depth analysis of repeated call failures, hotlists, invalid interactions, and customer complaints; perform root cause analysis and propose long-term corrective actions.
• Conduct mystery shopping calls to evaluate front-line service consistency.
• Document all audits, evaluations, and insights accurately in QA platforms, ensuring data integrity and availability for reporting.
• Maintain and update QA dashboards and collaborate with MIS/WFM teams to automate performance tracking and reporting.
• Organize and facilitate QA calibration sessions with CSEs and AMs to ensure consistent standards and interpretations.
• Participate in client-side QA calibration reviews, ensuring internal and external quality expectations are aligned.
• Identify common knowledge or policy gaps and support the L&D Manager in the design and delivery of targeted training content.
• Contribute to knowledge base development by flagging frequently misunderstood procedures, customer objections, or compliance errors.
• Collaborate with HR, L&D, and Service Delivery on creating personalized growth and coaching plans for underperforming CSEs.
• Recommend refresher trainings for agents who consistently fail to meet QA standards.

Administrative Duties

• Draft and propose monthly, quarterly, and annual QA KPIs for review by the Service Delivery Manager.
• Develop and implement quality improvement plans based on KPI outcomes, audit findings, and campaign feedback.
• Prepare reports summarizing QA trends, root causes, and recommendations, and present them during internal reviews or client engagements.
• Maintain high standards of communication, collaboration, and trust across all levels of the operational team—particularly with CSEs, AMs, and Trainers.

Required Experience:

• Minimum of 2 years of experience in quality assurance, customer service, or a related operational role within a contact center environment.

Required Education:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.

Required Skills:

• Excellent verbal and written communication skills
• Proficiency in QA systems, CRM platforms, and audit tools
• Strong analytical and problem-solving abilities
• Exceptional attention to detail and organizational skills
• Ability to work independently and manage time effectively
• High degree of professionalism, discretion, and integrity