Quality Analyst (QA)

Job Description

Fiseye Business Solutions is seeking a Quality Analyst (QA) to monitor customer interactions and ensure service quality standards are consistently achieved. The role involves evaluating calls, chats, and operational processes to identify improvement opportunities. The successful candidate will provide constructive feedback, support training initiatives, and help improve overall customer satisfaction. Strong analytical and communication skills are essential for this position.

Key Responsibilities
Monitor and evaluate voice and non-voice customer interactions.
Conduct quality audits based on predefined evaluation criteria.
Prepare detailed quality reports and performance dashboards.
Identify process gaps and recommend corrective actions.
Provide coaching and feedback to customer support associates.
Ensure compliance with company policies and quality standards.
Collaborate with operations and training teams for performance improvement.
Participate in calibration sessions to maintain evaluation consistency.