We are seeking a Contact CenterQuality Analyst responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and adherence to company standards. This role plays a key part in improving customer experience by identifying performance gaps, providing actionable feedback, and supporting continuous improvement initiatives.
Key Responsibilities:
- Monitor and evaluate inbound and outbound calls, emails, and chat interactions based on defined quality standards.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Provide detailed feedback and coaching to agents and team leaders to improve performance.
- Identify trends, gaps, and areas for improvement in customer interactions and processes.
- Prepare and present quality reports, scorecards, and insights to management.
- Collaborate with training and operations teams to develop targeted coaching and training programs.
- Participate in calibration sessions to ensure scoring consistency and fairness.
- Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
Requirements:
- Minimum 1–3 years of experience in a contact center environment, preferably in a quality assurance role.
- Strong understanding of call center KPIs, quality frameworks, and customer service standards.
- Experience in call monitoring tools and quality management systems.
- Bachelor's degree preferred (or equivalent experience).
Skills:
- Strong analytical and attention-to-detail skills.
- Excellent listening, communication, and feedback delivery abilities.
- Ability to evaluate performance objectively and provide constructive coaching.
- Good reporting and data analysis skills.
- Time management and ability to handle multiple evaluations efficiently.
- Strong interpersonal skills and ability to work collaboratively with teams.
