Job Title: Quality Analyst

About Us

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Job Summary

The Quality Analyst – B2C Customer Support is responsible for monitoring and evaluating customer interactions handled by Customer Support Representatives to ensure quality, compliance, accuracy, and customer experience excellence across voice and chat channels.

Key Responsibilities

Quality Monitoring & Evaluation
Monitor voice calls and chat transcripts for adherence to quality standards, process guidelines, and compliance.
Evaluate troubleshooting accuracy, communication clarity, empathy, and resolution effectiveness.
Ensure agents follow proper escalation and documentation procedures.
Feedback & Coaching Support
Provide detailed, actionable feedback to agents and Team Leads.
Participate in quality feedback sessions and coaching discussions.
Identify recurring errors and recommend training or process improvements.
Calibration & Quality Governance
Participate in internal and client calibrations to maintain scoring consistency.
Maintain quality scorecards, trackers, and audit reports.
Ensure alignment with business, client, and regulatory expectations.
Customer Experience Improvement
Analyze quality trends impacting CSAT, FCR, and repeat contacts.
Share insights on customer pain points, product gaps, and process inefficiencies.
Support initiatives to improve overall customer experience.
Process & Compliance Adherence
Ensure compliance with data privacy, call flow, and regulatory requirements.
Highlight risks and deviations proactively to stakeholders.

Qualifications & Experience

Graduate preferred
2–4 years of experience as a Quality Analyst in a BPO / Contact Center
Prior experience Telecom is mandate
Strong understanding of troubleshooting flows, customer handling, and CRM documentation
Excellent analytical, communication, and feedback delivery skills
Experience with voice & chat quality monitoring tools
Strong attention to detail and quality mindset

Quality Analyst - International voice