Quality Control Analyst

Job Description

Cognize ITES is seeking a Quality Control Analyst to monitor and improve the quality of customer service operations. The role involves evaluating customer interactions, identifying performance gaps, and providing constructive feedback to improve service standards. The ideal candidate should possess strong analytical abilities, attention to detail, and knowledge of quality frameworks. This position plays a vital role in maintaining operational excellence and enhancing customer experience.

Key Responsibilities
Monitor customer interactions across voice and non-voice channels.
Evaluate agent performance against predefined quality standards.
Conduct regular quality audits and compliance checks.
Provide feedback and coaching recommendations to team leaders.
Prepare quality reports and performance analysis dashboards.
Identify recurring issues and recommend process improvements.
Ensure adherence to organizational policies and client requirements.
Support calibration sessions and continuous quality improvement initiatives.