Quality Assurance Analyst

Roles & Responsibilities

• Monitor and evaluate customer calls and support tickets for quality, accuracy, and compliance with guidelines.
• Document feedback and provide actionable insights to improve agent performance.

• Develop and maintain QA scorecards, evaluation forms, and reporting mechanisms.
• Collaborate with leads/managers to identify training needs and performance gaps.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Analyze trends in quality scores and recommend process improvements.
• Ensure adherence to company policies, regulatory requirements, and customer service standards.
• Assist in the development and implementation of quality improvement initiatives.

Skills and Competencies

• Strong analytical and problem-solving skills.
• Excellent listening, communication, and interpersonal skills.
• Attention to detail and high level of accuracy.
• Ability to deliver constructive feedback in a positive manner.
• Proficiency in using QA tools, CRM platforms, and call monitoring systems.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 3+ years of experience in a quality assurance role within a call center, helpdesk, or technical support environment.
• Experience with ticketing systems (e.g., ServiceNow) and call monitoring tools (e.g., Amazon Connect).
• Knowledge of customer service best practices and quality management principles.