Quality Analyst - Contact Centre

Job Description

The Quality Analyst is responsible for monitoring, evaluating and improving the quality of customer interactions across voice and email processes. The role ensures adherence to client requirements, operational procedures, compliance standards and customer experience expectations. The Quality Analyst provides actionable feedback, conducts root cause analysis and partners with Operations and Training teams to drive performance improvement.

Key Responsibilities -

Quality Monitoring & Audits

• Conduct quality audits of customer interactions as per assigned targets.
• Evaluate calls, emails and case transactions against approved scorecards.
• Ensure audits are completed accurately and within defined timelines.
• Identify compliance violations, process deviations and customer experience gaps.
• Maintain audit documentation and records.
• Identify customers contact reasons and pain points/sentiments
• Evaluates surveyed calls based on customer survey verbatim and through call listening

Feedback & Coaching Support

• Prepare clear and actionable audit feedback.
• Conduct feedback sessions with Team Leaders and advocates.
• Highlight recurring opportunities and best practices.
• Support coaching initiatives by providing quality insights.

Data Analysis & Reporting

• Analyse audit findings and identify performance trends.
• Perform data mining to identify recurring defects and opportunities.
• Prepare audit reports, scorecards, and dashboards.
• Track quality metrics and communicate observations to stakeholders.
• Provides updated, accurate and timely reports as required to the Quality Lead/Manager.
• Reports all behavior that does not conform to the Quality and CSAT/NPS standards set by the company and the account management.

Root Cause Analysis (RCA)

• Conduct RCA on quality defects, customer complaints, detractor and/or passive interactions.
• Identify drivers impacting customer experience and operational performance.
• Recommend corrective and preventive actions.

Calibration & Governance

• Participate in internal and client calibration sessions.
• Ensure consistent interpretation of scorecards and audit guidelines.
• Maintain calibration records and support governance activities.
• Raise concerns regarding quality standards and scoring inconsistencies.

Compliance Management

• Monitor adherence to regulatory, client and process requirements.
• Escalate critical compliance issues immediately.
• Ensure accurate identification of compliance and critical errors.

Continuous Improvement

• Recommend process enhancements based on audit findings.
• Support quality improvement initiatives and projects.
• Share best practices to improve customer experience and operational performance.

General Safety and Security

• Protects the organizations assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity and availability of information critical to fulfilling the organizations business functions.

Required Qualifications

Education

• Bachelor's Degree in any discipline.

Experience

• 1-3 years of experience in Quality Assurance within a BPO environment.
• Experience in auditing voice and email transactions preferred.
• Available for immediate joining or within 30 days

HR Details

HR Name - Rilson Dsouza

Contact - [phone removed]

Email - [email removed]