Quality Control Analyst

Job Description

The Quality Control Analyst is responsible for monitoring and evaluating customer interactions to ensure that service delivery meets defined quality standards. The role involves reviewing calls, chats, emails, and other customer interactions against established quality criteria. The analyst identifies performance gaps and provides constructive feedback to improve employee performance. The position also contributes to quality reporting, coaching, and continuous improvement initiatives.

Key Responsibilities:

Review customer interactions against established quality and compliance standards.
Conduct quality evaluations of calls, chats, emails, and other customer-service transactions.
Identify errors, process deviations, and customer-service performance gaps.
Prepare accurate quality reports and communicate findings to management.
Provide constructive feedback to customer service representatives and team leaders.
Participate in calibration sessions to maintain consistency in quality evaluations.
Monitor compliance with client requirements, company policies, and operating procedures.
Identify recurring quality issues and recommend corrective actions.
Support coaching and training initiatives based on quality-assessment results.
Maintain accurate quality records and documentation for audit and performance purposes.