Quality Analyst (Voice)

Job Description

The Quality Analyst (Voice) is responsible for monitoring customer interactions and evaluating agent performance against quality standards and client expectations. The role helps improve service quality by identifying performance gaps, conducting feedback sessions, and recommending process improvements. The analyst collaborates closely with operations and training teams to drive continuous improvement initiatives. Strong analytical, communication, and auditing skills are essential for this role.

Key Responsibilities
Monitor and evaluate recorded and live customer calls.
Assess agent performance based on predefined quality parameters.
Provide constructive feedback and coaching recommendations to agents.
Identify recurring issues and recommend process improvements.
Prepare quality reports and performance scorecards.
Ensure compliance with client guidelines and company policies.
Support calibration sessions with operations and training teams.
Track quality trends and contribute to continuous improvement initiatives.