QA Analyst

Primary Responsibilities:

• Monitor and Evaluate Customer Interactions:

  Review calls, chats, emails, and other support interactions against established quality standards and scorecards.

  Document findings accurately and consistently to support fair and objective evaluations.

• Provide Feedback and Coaching Support:

  Share clear, constructive feedback with agents and team leaders to reinforce strengths and address performance gaps.

  Support coaching sessions by identifying specific behaviors and opportunities for improvement.

• Track Quality Metrics and Trends:

  Analyze QA results to identify recurring issues, performance trends, and root causes affecting service quality.

  Prepare reports and summaries that help leadership make informed decisions.

Ensure Compliance with Standards

Verify that customer interactions follow company policies, client requirements, and applicable compliance guidelines.

Escalate quality or compliance concerns when necessary.

• Participate in Calibration and Improvement Initiatives:

  Join calibration sessions to maintain scoring consistency across evaluators and operational teams.

  Contribute ideas and recommendations to improve workflows, scorecards, and service delivery.