Quality Analyst

Job Title: Quality Analyst (QA)

Location:Hyderabad

Key Responsibilities:

1. Quality Monitoring & Case Audits:

• Conduct regular audits of Tier 3 support cases to ensure accuracy, compliance, and adherence to policies.

2. Performance Analysis & Reporting:

• Analyze agent performance trends and create quality improvement reports.
• Maintain quality scorecards and dashboards to track individual and team performance.

3. Training & Continuous Improvement:

• Provide constructive feedback and coaching to agents on case resolution, policy enforcement, and communication.
• Collaborate with SMEs and Team Leads to develop quality training programs and process enhancements.

Required Qualifications & Skills:

2-4 years of experience in Quality Assurance, Trust & Safety, content moderation,

Excellent analytical skills, attention to detail, and ability to provide actionable feedback.

Strong communication and coaching skills to drive performance improvements