Quality Analyst Contact Centre (IT Services)

As a Quality Analyst for the Contact Centre in the IT Services industry, your role will involve auditing and improving service quality for contact center operations catering to customers in healthcare, fintech, and retail sectors. Your responsibilities will include: - Monitoring and evaluating agent interactions (calls, chats, tickets) to ensure quality and compliance standards are met. - Developing QA scorecards customized to specific customer domains such as HIPAA for healthcare and PCI for fintech. - Analyzing performance trends, conducting root cause analysis, and implementing corrective actions to reduce error rates. - Collaborating with training and floor teams to address quality gaps and enhance overall service delivery. - Maintaining documentation, participating in internal QA audits, and engaging in customer evaluations. - Providing recommendations for process improvements based on feedback from customers and QA data. To excel in this role, you should possess the following skills and qualifications: - Minimum of 6 years of experience in QA within IT service desks or contact centers. - Familiarity with healthcare, fintech, and retail contact center environments. - Proficiency in domain-specific quality benchmarks and customer handling etiquettes. - Strong background in QA tools, reporting, and audit documentation. - Excellent communication skills and the ability to mentor frontline teams on quality standards.,