Hiring Quality Analyst (CSR)

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Job Summary:

Quality Analyst

improve the quality of customer interactions across both voice and non-voice

channels. The ideal candidate will ensure compliance with process standards,

improve customer experience, and support team development through coaching and

feedback.

Requirements:

• Minimum

  1-3 years of experience as a QA in a BPO/customer service environment.

• Hands-on experience evaluating both voice and non-voice interactions.
• Strong communication, interpersonal, and analytical skills.
• Proficient in MS Excel, reporting tools, and QA management systems.
• Ability to work independently and handle multiple tasks effectively.
• Attention to detail with a strong focus on quality and compliance.

Key Responsibilities:

• Monitor, review, and evaluate inbound and outbound voice and non-voice

interactions.

• Provide regular feedback to customer service agents to improve quality and

performance.

• Identify training needs and recommend process improvements.
• Maintain and update quality monitoring scorecards and reporting.
• Collaborate with team leads and operations to align on performance goals.
• Conduct RCA (Root Cause Analysis) for quality issues and suggest corrective actions.
• Ensure adherence to company policies, compliance, and quality standards.
• Participate in calibration sessions with stakeholders to maintain consistency.