Summary

The Quality Analyst (QA) is responsible for evaluating customer interactions, operational processes, and outputs to ensure compliance with organizational and client standards. This role plays a critical part in driving continuous improvement by identifying performance gaps, conducting root‑cause analysis, and delivering actionable insights that enhance agent performance and overall customer experience.

Key Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards and guidelines
• Provide timely, accurate, and constructive feedback to agents and operations teams
• Conduct calibration sessions with internal stakeholders to ensure scoring alignment and consistency
• Identify trends, gaps, and areas for improvement through data analysis and quality audits
• Perform root‑cause analysis on performance issues and recomm...