We are looking for a Quality Analyst responsible for monitoring and evaluating phone calls to ensure compliance with client requirements, company standards, and overall call quality.
Key Responsibilities
Analyze recorded and live calls on a daily basis to assess overall call quality, authenticity, and effectiveness
Identify gaps in communication, process adherence, and alignment with client guidelines
Evaluate how genuine, engaging, and result-oriented the calls are, ensuring a natural and trustworthy conversation flow
Provide clear, actionable feedback to agents, along with practical suggestions on how calls can be improved
Guide agents on improving tone, pitch, objection handling, and overall conversation structure
Maintain detailed QA reports, scorecards, and performance trackers
Highlight any critical compliance or quality issues to management in a timely manner