Quality Analyst

Job Description

The Quality Analyst is responsible for monitoring customer interactions to ensure compliance with quality standards and company policies. The role involves evaluating calls, chats, and emails, identifying improvement opportunities, and providing constructive feedback to agents. The analyst helps improve customer satisfaction through continuous quality enhancement initiatives. Strong analytical skills and attention to detail are essential for this position.

Key Responsibilities
Monitor and evaluate customer interactions regularly.
Conduct quality audits for voice and non-voice processes.
Prepare quality reports and performance dashboards.
Provide coaching and feedback to customer service agents.
Identify training needs based on quality evaluations.
Ensure compliance with process guidelines and policies.
Participate in calibration sessions with operations teams.
Recommend process improvements to enhance service quality.