Quality Analyst

Key Responsibilities

• Audit, analyze, and monitor customer interactions to ensure quality assurance standards are met.

• Identify gaps and recommend preventive and corrective actions to improve service quality.

• Monitor and analyze customer support trends and performance metrics.

• Understand cross-functional processes and track relevant KPIs.

• Design and maintain agent performance evaluation criteria (QA scorecards).

• Evaluate agent performance consistently and provide actionable insights.

• Compile, analyze, and present statistical data related to quality and performance.

• Identify opportunities to improve internal processes and service delivery.

• Draft, implement, and maintain QA policies, procedures, and documentation.

• Provide regular coaching, feedback, and training recommendations to improve agent performance.

• Demonstrate strong communication, empathy, and emotional intelligence while interacting with stakeholders.

• Remain goal-oriented and aligned with the company’s mission and vision.
  

Skills & Qualifications Required

• Quality control or QA certification (added advantage).

• Strong attention to detail and analytical mindset.

• Excellent verbal and written communication skills.

• Good data analysis and statistical aptitude.

• Strong interpersonal and stakeholder management skills.

• Hands-on experience in call auditing and call monitoring.

• Proficiency in MS Office (Excel, Word, PowerPoint).

• Good presentation and reporting skills.
  
  Languages : Gujarathi, Assamee

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