Quality Analyst

About the role

The Quality Analyst will monitor and evaluate customer interactions to ensure adherence to quality standards and process guidelines. This role involves providing feedback to agents, conducting call calibrations, and preparing reports to highlight performance trends and gaps.

Responsibilities

• Monitor and evaluate customer interactions to ensure quality standards are met.
• Conduct call calibrations with internal teams and clients.
• Provide feedback to agents and recommend improvement actions.
• Prepare quality reports and highlight trends or performance gaps.
• Ensure adherence to process guidelines, SOPs, and quality metrics.
• Work closely with operations to enhance service delivery and customer experience.

Required skills

• Quality Monitoring
• QC Tools
• Reporting
• Call Calibration