Call Quality Analyst

We are seeking a detail-oriented and experienced Call Quality Assurance Analyst to join our team. The ideal candidate will be responsible for evaluating and enhancing the quality of customer interactions in a BPO environment. A strong understanding of WavePad audio editing software is essential for reviewing, editing, and analyzing call recordings to ensure the highest standards of customer service and compliance. Key Responsibilities: Monitor, evaluate, and audit inbound and outbound customer interactions across various channels (voice). Use WavePad audio editing software to: Extract and enhance call recordings. Identify, isolate, and highlight key sections of calls. Remove background noise or distortions to improve call clarity for accurate assessments. Provide actionable feedback and coaching points to agents based on QA observations. Identify communication trends, common errors, and potential training needs. Collaborate with the training and operations teams to improve agent performance and customer experience. Maintain accurate records of evaluations, scores, and reports. Ensure compliance with internal quality standards and regulatory guidelines. Participate in calibration sessions to ensure consistency and fairness in evaluations. Required Skills and Qualifications: Minimum of 1-2 years experience in a Call Quality Assurance role, preferably in the BPO sector. Proficiency in WavePad or similar audio editing tools. Strong analytical and listening skills with great attention to detail. Excellent verbal and written communication skills. Ability to work independently and as part of a team in a fast-paced environment. Strong knowledge of call centre operations and customer service best practices.