Quality Analyst

Key Responsibilities:

Quality Assurance:

• Monitor and evaluate inbound and outbound calls, chats, emails to assess agent performance against quality benchmarks.
• Provide detailed feedback and coaching to agents to enhance customer service and sales effectiveness.
• Identify trends, root causes, and improvement areas; collaborate with Operations to develop corrective action plans.
• Maintain and update QA scorecards, checklists, and audit forms.
• Prepare and present quality reports and insights to stakeholders on a regular basis.

Training & Development:

• Conduct onboarding training for new hires, covering product knowledge, systems, processes, and soft skills.
• Deliver refresher and upskilling training programs for tenured agents based on quality scores, performance metrics, or business needs.
• Develop and update training materials, modules, manuals, and assessments.
• Facilitate role-plays, simulations, and skill drills to reinforce learning.
• Evaluate training effectiveness and agent learning retention; provide post-training support and mentorship.

Qualifications & Skills:

• Bachelor's degree in any stream
• 24 years of experience in a contact center as a QA, Trainer, or a dual-function role.
• Strong understanding of contact center KPIs, customer service standards, and quality assurance best practices.
• Excellent presentation, communication, and interpersonal skills.
• Proficient in MS Office (Excel, PowerPoint, Word); experience with QA tools and CRM
• Analytical mindset with attention to detail and a passion for coaching and development.
• Ability to manage multiple priorities and work independently in a fast-paced environment.