Quality Analyst

We are seeking a detail-oriented and analytical Quality Analyst to join our BPO team. The QA will be responsible for monitoring and evaluating inbound and/or outbound calls, emails, or chats to ensure quality standards are met. The goal is to improve the customer experience, ensure compliance with company and client policies, and support agent performance through feedback and training recommendations.

Key Responsibilities:

Monitor customer interactions (calls, chats, or emails) to evaluate agent performance.
Provide detailed feedback to agents and supervisors to improve service quality.
Develop and maintain quality standards and evaluation forms based on client or organizational requirements.
Collaborate with trainers and operations teams to identify training needs and process improvements.
Conduct calibration sessions with internal teams and clients to align quality scoring.
Prepare and present quality reports, dashboards, and trend analysis.
Support root cause analysis (RCA) for service failures or customer complaints.
Ensure adherence to compliance, data protection, and industry regulations.

Required Skills and Qualifications:

Bachelor’s degree or equivalent work experience.
Minimum 1-3 years of experience as a QA in a BPO/call center environment.
Strong knowledge of quality assurance practices and call evaluation techniques.
Excellent listening, analytical, and communication skills.
Familiarity with quality monitoring tools and CRM software (e.g., NICE, Verint, Genesys).
Ability to work under pressure and meet tight deadlines.
Proficient in MS Office (Excel, Word, PowerPoint).