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.

Quality Analyst