Quality Analyst
Ø Monitor and evaluate inbound and outbound calls,
emails, chats, and other customer interactions using approved quality
scorecards.
Ø Conduct regular quality audits according to the
agreed plan.
Ø Ensure evaluations are accurate, objective, and
consistent with quality standards.
Ø Identify trends, recurring issues, and
compliance risks.
Ø Provide timely, constructive, and actionable
feedback to agents and Team Leaders.
Ø Participate in coaching sessions and calibration
meetings to ensure evaluation consistency.
Ø Monitor improvement plans and follow up on
identified performance gaps.
Ø Recognize best practices and share them across
teams.
Ø Ensure agents comply with company policies,
client requirements, data privacy regulations, and call handling procedures.
Ø Identify critical compliance failures and
escalate them promptly.
Ø Support internal and external quality audits.
Ø Prepare daily, weekly, and monthly quality
reports.
Ø Analyze quality trends and identify root causes
of performance issues.
Ø Present findings and recommendations to
Operations and Leadership teams.
Ø Track quality KPIs and improvement initiatives.
Ø Recommend process improvements that enhance
customer experience and operational efficiency.
Ø Support updates to quality scorecards, SOPs, and
knowledge base documentation.
Ø Partner with Training, Operations, and Workforce
Management teams to improve service delivery