Quality Analyst - Contractual

Role & responsibilities HR- [phone removed]

• Conduct quality audits for customer interactions across Calls, Chat, Email, and social media as per defined guidelines.
• Monitor transactions, identify quality gaps, and highlight process failure modes.
• Provide feedback and coaching to improve agent performance.
• Support Bottom Quartile (BQ) improvement initiatives and corrective action plans (CAPA).
• Participate in calibration sessions to ensure scoring consistency.
• Identify compliance and process adherence gaps and escalate concerns appropriately.
• Prepare and publish quality reports, insights, and trend analysis.
• Support continuous improvement initiatives to enhance customer experience and process quality

Preferred candidate profile

• Minimum 1-2 years of Quality Analyst experience in a Contact Centre / Customer Experience environment.
• Hands-on experience in transaction audits, quality monitoring, calibration, coaching, and reporting.
• Strong understanding of Quality metrics, BQ management, RCA, CAPA and compliance monitoring.
• Proficient in Microsoft Excel (VLOOKUP, XLOOKUP, Pivot Tables, Conditional Formatting) and reporting tools.
• Strong verbal and written communication skills.
• Ability to independently conduct audits, provide actionable feedback, and perform RCA.
• Must successfully clear Process, Quality, and Compliance Certifications during onboarding.
• Ability to work effectively with Operations, Training, and Quality stakeholders.
• Commitment to maintaining confidentiality and adhering to organizational policies and processes.