Quality Analyst

As a Quality Analyst at UnifyCX, you will play a key role in ensuring the delivery of exceptional customer experiences through efficient voice process operations. Your focus will be on monitoring, evaluating, and enhancing the quality of inbound and outbound calls handled by our agents. By assessing agent performance, providing feedback, and identifying areas for improvement, you will contribute to customer satisfaction, process adherence, and company policy compliance. Your responsibilities will include monitoring and evaluating voice calls, offering constructive feedback and coaching to agents, analyzing quality trends, maintaining quality scorecards and audit reports, collaborating with the training team for process enhancements, ensuring compliance with standards and regulations, participating in calibration sessions, and supporting quality improvement initiatives. To excel in this role, you should have at least 2 years of experience as a Quality Analyst in a voice-based BPO setting, possess excellent communication and listening skills, demonstrate a strong understanding of call center metrics and KPIs, be familiar with QA tools and call monitoring software, deliver feedback effectively, exhibit an analytical mindset with attention to detail, thrive in a fast-paced environment, be proficient in MS Excel and reporting, have experience in international voice processes, and be adept at working with CRM and ticketing systems. Join us at UnifyCX, where we prioritize measurable results, talent enablement, and data ethics to deliver scalable, personalized, and compliant solutions that drive real business impact. If you are detail-oriented, analytical, and passionate about enhancing call quality and customer interactions, we welcome you to apply for this rewarding opportunity.,