Quality Analyst- Customer Service

Job Description:

We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks, and performance improvement methodologies is essential.

Job Responsibilities:

• Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards
• Provide realtime feedback and ongoing coaching to agents, highlighting critical and noncritical errors
• Analyze performance metrics and trendssuch as audit scores, FCR, CSATand prepare daily, weekly, and monthly quality reports
• Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards
• Participate in calibration sessions and ensure alignment with internal/external quality standards
• Document quality issues, rootcause analysis, and suggested improvements using Excel and dashboards.

Core Skills & Competencies:

• Strong analytical and datahandling skills, especially with MS Excel
• Excellent verbal and written communication to articulate feedback clearly and motivate agents
• Team-oriented approach with ability to coach, collaborate, and influence across functions
• Time management and multitasking capability to monitor calls and manage reporting under tight deadlines