Quality Analyst

Job Description

Key Responsibilities: Conduct quality evaluations of customer interactions (calls, emails, chats) handled by contact center representatives. Assess adherence to established quality standards, procedures, and regulatory requirements. Provide constructive feedback and coaching to agents based on evaluation results to drive performance improvement. Identify trends and patterns in quality data and recommend process enhancements or training interventions. Collaborate with training and operations teams to develop and implement quality improvement initiatives. Participate in calibration sessions to ensure consistency and accuracy in quality evaluations. Generate and analyze quality reports to track performance metrics and trends over time. Conduct root cause analysis of quality issues and contribute to corrective and preventive actions. Stay updated on industry best practices and quality assurance trends. Assist in the development and maintenance of quality assurance guidelines, checklists, and procedures.