Quality analyst

Key Responsibilities:

Quality Monitoring & Evaluation

• Audit live and recorded inbound calls to assess customer interactions against quality benchmarks.
• Evaluate performance based on call handling skills, process adherence, compliance, and customer experience.

Coaching & Feedback

• Deliver timely and actionable feedback to agents through one-on-one sessions.
• Partner with Team Leaders and Trainers to drive performance improvements and close skill gaps.

Process Improvement & Compliance

• Identify trends, agent errors, and operational gaps based on audits.
• Recommend process and policy changes to enhance customer satisfaction and compliance.
• Ensure compliance with internal quality standards and regulatory requirements (e.g., HIPAA where applicable).

Reporting & Analytics

• Maintain and share detailed quality audit reports, highlighting strengths, improvement areas, and action plans.
• Analyze quality scores, CSAT/NPS trends, and drive continuous improvement initiatives.

Calibration

• Participate in regular calibration sessions with QA, Operations, and Client teams to ensure scoring consistency and alignment.

Candidate Requirements:

Education:

• Bachelor's Degree (Mandatory)

Experience:

• Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets).
• Minimum 1+ year of experience specifically as a Quality Analyst/Auditor in an Inbound or outbound Voice Process.

Skills:

• Excellent command over English (spoken and written).
• Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores).
• Proficient with CRM systems, QA software, and reporting tools.
• High attention to detail, analytical thinking, and problem-solving skills.
• Ability to deliver constructive feedback and influence agent performance positively.

Additional Requirements:

• Flexibility to work in rotational night shifts (Mandatory).
• Immediate joiners or candidates with 30 days or less notice period preferred.
• Strong understanding of customer service, compliance protocols, and quality standards.