Quality Analyst

You will play a crucial role in enhancing customer experiences by conducting quality audits, providing feedback, and supporting leaders with call calibrations. Your attention to detail, analytical skills, and commitment to continuous improvement will be key in achieving our quality assurance goals. - Conduct quality audits using campaign-specific tools and standards - Provide actionable feedback to leaders, agents, and clients - Report and escalate compliance and behavior issues promptly - Support leaders with call calibrations and customer interaction feedback - Handle ad hoc requests, reports, and department projects - Maintain confidentiality of all sensitive information - Share data and performance reports with stakeholders - Be coachable, goal-oriented, and embrace continuous change Qualifications Required: - Graduate or equivalent qualification - Minimum 1 year of experience (Quality experience preferred) - Strong computer skills, especially MS Office - Flexibility in working hours (a must!) - Excellent verbal, written, and interpersonal communication - Great listening, analytical, and organizational skills - High attention to detail and ability to work independently - Commitment to confidentiality and ethics,